Technical Support Specialist

About our Company

Make your mark in a high-impact, high-growth travel tech scale-up. At Triptease, we’re on a mission to transform the hotel industry. Our platform empowers hoteliers to increase direct bookings, reduce dependency on online travel agencies, and maximise profitability—all while delivering better experiences for their guests. We’ve already helped hotels generate over £1 billion in direct revenue and operate globally from hubs in London, New York, Singapore, and Barcelona—alongside a growing network of talented remote employees across the world. Backed by data, driven by innovation, and powered by a passionate team—we’re scaling fast and building something that truly matters.

Now, we’re looking for a customer-obsessed leader who thrives on driving value, adapts fast, and wants to take full ownership of customer outcomes in a truly entrepreneurial, high-growth environment. If you’re excited by autonomy, impact, and the opportunity to help define the next chapter of growth for a profitable SaaS business—we want to hear from you.

About our role

We’re seeking a tech-savvy and problem-solving Technical Support Specialist to join our team. In this role, you will be the face of Triptease for our customers, handling inbound inquiries with speed, empathy, and technical precision. Unlike a standard support role where you stick to a script, this position requires you to pop the hood. You will troubleshoot technical integrations, analyze website scripts, and work directly with our Engineering team to resolve complex issues. You will champion the customer experience, ensuring that whether a client reaches out via email or live chat, they receive expert assistance that solves their problem at the root.

Key Responsibilities

• Omnichannel Support: Manage the inbound support queue via Intercom (Live Chat and Email), acting as the first point of contact for technical and product inquiries.
• Technical Troubleshooting: Go beyond standard FAQs to investigate technical issues. This involves using browser developer tools to analyze website scripts, debugging integration errors, and verifying pixel/script placement on client sites.
• Incident Resolution & Escalation: Resolve technical issues independently whenever possible. For bugs or complex backend issues, triage and elevate tickets to the Engineering/Product teams using tools like Linear, providing them with clear reproduction steps.
• Knowledge Management: Take ownership of our self-serve resources. You will write and update Knowledge Base articles, create efficient macros (saved replies), and ensure our documentation keeps pace with product updates.
• Customer Advocacy: Identify trends in customer difficulties or feature requests and relay this feedback to the Product team to help shape the future of the platform.

What You Bring

• Language: Native-level proficiency in English (written and spoken) is essential. You must be able to communicate complex technical nuances clearly and empathetically.
• The 'Automate Everything' Mindset: You are obsessed with efficiency and hate doing the same manual task twice. You approach work with this logic: First time: You solve it and wonder if it will happen again. Second time: You build a template or tool to automate the majority of the task. Third time: You actively work to automate the process from start to finish so you never have to do it manually again.
• Experience: 1–3 years of experience in a customer-facing Technical Support or Service role, specifically within the B2B SaaS or tech space.
• Web Technologies: You are comfortable looking at code. You have a working knowledge of HTML, CSS, and JavaScript—specifically the ability to inspect web pages, understand how scripts load, and identify conflicts.
• Platform Proficiency: Strong experience using Intercom (or a similar modern support platform) for managing chats and tickets.
• Communication: Exceptional written and verbal communication skills. You can explain complex technical concepts to non-technical customers without using jargon.
• Problem-Solving Mindset: You enjoy the investigation process. You don't just report a problem; you try to understand why it is happening.
• Adaptability: Comfort working in a fast-paced environment where priorities shift, and new features are released frequently.

Nice-to-Haves

• Experience using issue-tracking tools like JIRA or Linear.
• Familiarity with Google Tag Manager (GTM) or similar tag management solutions.
• Previous experience in the hospitality or travel-tech industry.

Why Join Triptease

Be part of a bold and ambitious team that’s driving innovation at the intersection of travel and technology. At Triptease, we don’t just follow trends — we set them. You’ll work on high-impact, creative campaigns, bring new ideas to life, and help shape the way hotels connect with guests around the world.

We’re a well looked after bunch, with excellent benefits: A competitive salary, bonus plan, and meaningful equity. Regular career development reviews—we reward great work. A self-development allowance to spend on what you want. Fun events for Tripteasers. Something important to you that’s not on this list? Talk to us!

We set big goals and move fast — but we support each other every step of the way. If you’re a marketing pro who thrives on experimentation, creativity, and impact, we’d love to hear from you.