Technical Support Engineer

Job Title**:Key Account Technical Support Engineer**

Job location**:Remote**

General Description:
The Key Account Technical Support Engineer will provide technical support to suppliers post-launch. The role involves managing technical relationships with suppliers, improving supply management, and acting as the primary technical contact between internal stakeholders and suppliers.

Key Responsibilities:

- Deep knowledge of the Rakuten Travel Xchange API and the platform’s capabilities to the finest details
- Close monitoring and daily interaction with Key accounts
- Daily analysis using tools like qlik, looker, Domo ,Grafana
- Create and implement monthly plan with Sales team
- Develop contacts within Key accounts assigned
- Maximize product distribution from a technical perspective.
- Lead all technical activities relating to key customer integrations only.
- Analyse client performance and identify the optimization path moving forward
- Mediate during incidents involving the right teams and providing feedback to partners
- Maintain an open and active dialogue with key client and supplier stakeholders to engage them in the process of sharing data and assisting our optimization efforts
- Assess integration bottlenecks and technical challenges, and solve them
- Understand client search and technical behaviour in order to optimize frequency of our rates being available for purchase
- Understand the product strength of RTX, what new products is are available, key strengths and challenges
- Identify errors that are reducing conversions, work with technical team to solve them
- Monitor traffic volumes, error rates, and booking volumes to quickly respond, should there be any unexpected changes
- Understand traffic patterns in order to maximize efficiency of Look-to-Book ratios
- Work with management to set the right pricing strategy to maximize profit
- Work with suppliers to offer unique / attractive inventory, rate types (i.e. CUG, mobile, package, etc.), and achieve better pricing
- Discuss performance with commercial manager to ensure booking volumes keep growing, meeting or exceeding general targets set by RTX’s management team

Attributes:

- Proven stakeholder and project management skills
- Good understanding of B2B wholesale business
- Ability to grow the profitability of client accounts
- Good analytical and problem-solving skills, able to use date to identify underlying trends and make informed decisions
- Ability to prioritize workload managing multiple projects with new and existing partners
- Highly organized and appreciative of structure
- Process and outcome-driven
- Technically savvy and eager to speak about technical terms
- Exceptional Verbal and written communication skills and comfortable to speak with partners at every level
- Knowledge of Tourism Industry practices, specificities, clientele and most common technical platforms used.
- Strong technical knowledge and experience working with APIs - specifically, knowledge and experience with JSON, testing, debugging APIs and reading logs; Postman knowledge and experience
- Excellent written and verbal English skills; Strong communicator. Bonus languages include Spanish, Portuguese, and Mandarin.
- Flexible working with a global team and partner base - self-motivated, reliable when working independently

Expected Time zone: EMEA

**Job Type**: Contract
Contract length: 12 months

**Experience**:

- Technical Support: 3 years (required)

**Language**:

- Spanish (required)
- English (required)

Work Location: Remote

Expected Start Date: 01/07/2025