Technical Analyst - API Support

The Role

As a Technical Analyst, you will be responsible for supporting Travelfusion's API integrations, conducting technical onboarding for new clients, and carrying out audits for existing clients to ensure conformity to best practices and API standards. You'll contribute to the throughput of client API performance and ensure procedures are followed to support optimal bookability.

This role combines customer engagement, service management, and technical understanding with a particular expertise of XML structures and APIs. You'll work closely with Engineering, Product, Commercial and external partners to ensure our integration platform continues to deliver a world-class experience.

What you’ll be doing

Service Operations & Support

• Execute the day-to-day operation of Travelfusion's API Support function, ensuring customers receive timely, high-quality technical support.
• Maintain support performance metrics, manage ticket processes, and support escalation procedures and service-level objectives.
• Act as a technical point of contact to investigate and resolve incidents and complex customer issues.

Customer & Partner Relationships

• Build trusted relationships with customers and strategic partners.
• Represent the support function in customer meetings, operational reviews, and incident communications.
• Ensure technical issues are communicated clearly and professionally to both technical and non-technical stakeholders.

Continuous Improvement

• Identify opportunities to improve support workflows, monitoring capabilities, automation, and self-service tooling.
• Drive initiatives that improve customer onboarding, reduce recurring issues, and increase operational efficiency.
• Collaborate with Product and Engineering teams to influence platform improvements based on customer feedback and operational insight.

Operational Excellence

• Establish and maintain support documentation, knowledge bases, and operational procedures.
• Provide regular reporting on support performance, service trends, risks, and improvement initiatives.
• Ensure adherence to internal standards and customer service expectations.
• Review the adequacy and efficacy of existing processes and suggest improvements.
• Ensure that any relevant updates to the API specifications and technical standards are adhered to.

What We're Looking For

Technical Understanding

• Solid understanding and experience of working with APIs, XML, JSON, RESTful services, and integration architectures.
• Ability to engage confidently in technical discussions with customers, developers, and product teams.
• Experience of implementing quality controls related to API performance and implementation.

Customer & Stakeholder Management

• Strong relationship management and communication skills with senior stakeholders.
• Ability to balance customer needs with business priorities.

Operational Mindset

• Data-driven approach to service management, KPI definition, and operational best practices.

Desirable Experience

• Background in travel technology (e.g., NDC, GDS, aggregation) and service management frameworks (e.g., ITIL).

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