Technical Support Representative

O7 is the group-level brand for a family of companies revolutionizing airline technology. Our mission is to modernize and unify the aviation technology stack across booking, ticketing, inventory, and passenger service systems. We move fast, think big, and work at the intersection of reliability, scale, and innovation.

About the Role
We are looking for a hands-on Technical Support Representative to support airlines and online travel agencies using our Passenger Service System (PSS), integrations, and related platforms.
The services you support are mission-critical and operate 24/7, making this role both challenging and highly impactful.
You will investigate escalated issues, troubleshoot technical problems, analyze logs, manage configuration-related cases, and collaborate closely with internal teams.
You will also contribute to improving documentation, decision trees, and knowledge bases to continuously enhance service reliability.

Key Responsibilities

• Provide technical and operational support to airline and OTA customers through Zendesk, ensuring timely and accurate responses.

• Investigate, analyze, and resolve issues related to PSS configuration, system workflows, and connectivity.

• Review and interpret API logs (JSON/XML), error messages to diagnose integration issues.

• Create and track tasks, incidents, and defects in JIRA, ensuring clear issue communication and reproducibility.

• Maintain and enhance internal knowledge bases, SOPs, and support documentation.

• Support cross-platform integrations, and collaborate across teams to streamline data flow and operational processes.

• Participate in on-call support rotations, including off-business hours and occasional weekends.

Skills & Qualifications

• 3+ years of experience in a technical support or similar role in a technology or travel-tech environment.

• A customer-first mindset with strong empathy and patience.

• Strong analytical and troubleshooting skills with attention to detail.

• Ability to learn new systems, technologies, and tools quickly.

• Experience with SaaS or web-based applications.

• Basic knowledge of SQL, HTML, and CSS.

• Experience in the airline or travel industry is an advantage.

• Excellent communication skills in English - must; Advanced level of Russian or Hebrew - advantage

• Familiarity with ticketing tools (Zendesk, JIRA) and log analysis tools.