Technical Support Specialist
About the job
- Experience in technical support, integrations, or IT operations.
- Ability to plan work independently, set priorities, respond to changing circumstances, and initiate necessary actions.
- Ability to investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem.
- Experience working with logs, monitoring tools, and metrics.
- Understanding of HTTP and API concepts, response codes, requests and responses, and ability to read and interpret JSON and XML.
- Basic SQL skills for independently querying and validating data.
- Ability to clearly document symptoms, business impact, troubleshooting steps, and collected evidence when escalating issues to Development.
- Ability to facilitate calls with developers, internal users, suppliers, and stakeholders, adapting explanations to the audience.
- Conversational English at B2 level or equivalent practical proficiency for work-related calls and written communication.
- Ability to document solutions and contribute to continuous process improvement.
- Investigate technical requests from internal users related to hotel and room availability, with valid CSAT as a key metric.
- Handle alerts related to drops in availability by analyzing issues, developing and testing hypotheses, and monitoring progress toward restoring availability metrics.
- Reduce the workload of Development and QA teams by continually deepening technical and functional expertise and improving the percentage and quality of escalations.
- Contribute to building and optimizing internal processes and improving the product through regular meetings with the Product team, project management, creating and maintaining documentation, developing AI-powered automations, and other process improvement initiatives.
- Experience with Grafana.
- Experience in travel or e-commerce, external integrations support, automation, or use of AI tools.
Technical Support Specialist
Emerging Travel Group · Georgia (Remote) · Full-time · Posted 2026-10-06
Workplace: remote
Department: Engineering
Description
We are looking for a Technical Support Specialist!
Key responsibilities
1. Investigate technical requests from internal users related to hotel and room availability. Key metric: Valid CSAT.
2. Handle alerts related to drops in availability: analyze issues, develop and test hypotheses, and monitor progress toward restoring availability metrics. Key metric: Hotel and room availability rates by brand, partner, and supplier.
3. Reduce the workload of Development and QA teams by continuously deepening technical and functional expertise.Key metric: Percentage and quality of escalations.
4. Contribute to building and optimizing internal processes and improving the product. This includes regular meetings with the Product team, managing projects, creating and maintaining documentation, developing AI-powered automations, and other process improvement initiatives.
Requirements
1. Experience in technical support, integrations, or IT operations.
2. Autonomy and proactivity are key requirements for this role. There is no constant micromanagement within the team. The specialist is expected to plan their work independently, set priorities, respond to changing circumstances, and proactively initiate necessary actions.
3. Ability to independently investigate technical issues by collecting data, formulating and testing hypotheses, identifying root causes, or isolating the source of a problem.
4. Experience working with logs, monitoring tools, and metrics. Experience with Grafana is a plus.
5. Understanding of HTTP/API concepts, response codes, requests and responses, and the ability to read and interpret JSON/XML.
6. Basic SQL skills for independently querying and validating data.
7. Ability to escalate issues to Development effectively by clearly documenting symptoms, business impact, troubleshooting steps, and collected evidence.
8. Strong communication skills, including the ability to facilitate calls with developers, internal users, suppliers, and stakeholders, adapting explanations to the audience.
9. Conversational English at B2 level or equivalent practical proficiency for work-related calls and written communication.
10. Ability to document solutions and contribute to continuous process improvement.
Preferred skills
Experience in travel or e-commerce, external integrations support, automation, and the use of AI tools would be a great plus.
Benefits
- Opportunity to work remotely.
- Ambitious and supportive team who love what they do, appreciate each other, and grow together.
- Internal programs for adaptation and training, development of soft skills, and leadership abilities.
- Partial compensation for participating in external training and conferences.
- Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world.
- Corporate prices on hotels and travel services.
- MyTime Day Off - an extra non-working day without loss of compensation.
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About the company
Emerging Travel Group is a global travel technology company that builds online booking platforms for individuals, travel agents, and corporate clients. Its main product, RateHawk, lets users search and book hotels, flights, transfers, car rentals, and related services, with the company earning commissions and service fees from bookings. The platform connects travelers with suppliers and hoteliers, who can list their accommodations to gain visibility and reach a larger audience. The company differentiates itself through its large global footprint (operations in over 220 source markets) and its large corporate client base (more than 4,000 companies), as well as offering a broad range of travel services under its brands. The goal is to simplify and improve the travel industry—making travel easier and more rewarding for professionals while broadening access for individual travelers.
Company Size
1,001-5,000
Company Stage
Series F
Total Funding
$78.8M
Headquarters
Wilmington, Delaware
Founded
2010
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Simplify's Take
What believers are saying
- RateHawk API bookings rose 78% in first half 2026, signaling strong partner demand.
- ETG added Travelport functionality before peak summer 2026, improving flight booking utility.
- ETG hired Samyra Krooswijk in June 2026 to expand Middle East hotel contracting.
What critics are saying
- Booking Holdings' 2026 EU antitrust loss shows regulators still target travel ecosystem consolidation.
- RateHawk's 1,800 API partners deepen dependence on third-party channels, squeezing ETG's margins.
- ETG's flight expansion through Travelport faces direct competition from Booking, Expedia, and GDSs.
What makes Emerging Travel Group unique
- RateHawk now spans hotels, flights, and transfers across 220+ source markets.
- ETG's Travelport integration simplifies ticketing, voiding, and refunds for travel professionals.
- Direct supply integrations with Meliá and SynXis deepen hotel inventory access.
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Benefits
- Remote Work Options
- Flexible Work Hours
- Hybrid Work Options
- Conference Attendance Budget
- Professional Development Budget
- Employee Discounts
Company News
Weekly Digest: Klook pulls NYSE IPO, Agoda and ETG swap supply. Klook shelves its US$400 million NYSE listing, Agoda and ETG trade hotel supply, ixigo and Cleartrip diverge, and Singapore picks GetYourGuide. 18 October 2026 From 12 to 18 October, Klook dropped its US listing plan, Agoda and Emerging Travel Group agreed to share hotel supply, India's two large online travel agencies posted opposite results, and two Southeast Asian tourism boards struck deals with global platforms. 1. Klook shelves its US$400 million NYSE listing. On 16 October, Klook Technology asked the US Securities and Exchange Commission to pull its offering, withdrawing its F-1 registration first filed in November 2025. The filing says the company does not intend to proceed with the public offering at this time. The deal had been pegged at US$400 million, to trade on the NYSE as KLK. Renaissance Capital lists revenue of US$541 million for the 12 months to 30 September 2025, 54 million experiences booked in 2024, about 11 million annual transacting users and about 310,000 offerings across about 4,200 destinations. A Klook spokesman told Reuters that experiences booked are heading past 80 million this year, and that current market conditions make this the wrong moment to list. Growth at that scale did not open the window. 2. Agoda and ETG trade hotel supply. On 16 October the two companies announced a two-way supply deal. Agoda takes ETG's worldwide hotel inventory through the RateHawk API, while ETG gets a larger footprint in Asia-Pacific. ETG says its bookings to Asia-Pacific destinations are up an average of 30% in 2026, and East and Southeast Asia sit among its five biggest destination markets. Travolution adds that ETG has more than 360 connected suppliers and has signed comparable agreements with Simple Booking, H10 Hotels and Meliá. A hotel that contracts with one wholesaler may now find its rooms on sale through several more channels. 3. India's two OTAs head in opposite directions. ixigo reported a consolidated net profit of Rs 63.4 crore for the second quarter of FY27, after a Rs 3.5 crore loss in the same quarter a year earlier. Operating revenue climbed 12.9% to Rs 321 crore. The profit includes a Rs 40.7 crore gain from reducing its Freshbus holding to 8.27% from 25.66%. Hotels did the heavy lifting: gross transaction value there grew 158.7% to Rs 111.3 crore and room nights jumped 295% to 4.7 lakh, while total GTV rose 22% to Rs 5,304.5 crore, Inc42 reported. Over at Flipkart-owned Cleartrip, the FY26 net loss widened 28.1% to Rs 805 crore from Rs 628.4 crore, on operating revenue of Rs 198.3 crore, up 20.8%. That is a loss of roughly four rupees for each rupee of revenue. Stripping out the one-off gain, ixigo still grew revenue and moved its hotel business fastest. 4. Singapore signs GetYourGuide as a distribution partner. The Singapore Tourism Board and GetYourGuide put their names to a two-year memorandum of understanding in Berlin, TTG Asia reported. It spans market insights, product development and joint marketing, and it is GetYourGuide's first destination marketing tie-up outside Germany. A national board is working with an experiences marketplace on product and data, which goes well beyond buying advertising space. 5. Thailand pairs up with Tripadvisor. On 17 October the Tourism Authority of Thailand and Tripadvisor agreed a letter of intent, Travel and Tour World reported. It covers digital promotion and the sharing of traveller data and market intelligence, with high-value tourism as the target. No financial terms were disclosed. Set beside the Singapore agreement, two boards in one week chose data access and platform reach as the thing they want from a partner. Key takeaway. The week's five stories all concern who controls the route to the traveller: platforms are swapping supply and data, boards are signing platforms as partners, and investors are holding back on listings even where bookings grow. Operators should map which of those routes already carry their inventory, and which board or supplier agreement is worth pursuing next. ITB Asia and Travel Tech Asia run from 21 to 23 October in Singapore, with Agoda, Booking.com and KAYAK on the Travel Tech Asia Theatre programme. Topics in this story. Daksh Sharma. Chief Editor, TravHQ Daksh Sharma is a travel tech enthusiast and a prolific voice in the B2B travel industry. A speaker at numerous travel-tech events, he is at the forefront of digital and AI adoption in travel. He conducts AI training and implementation programmes and works as a digital advisor to a number of global B2B brands. Have a story Daksh should see? Write to [email protected]. Know what moves travel. TravHQ Media Pvt. Ltd write regularly for the people who build, fund and run travel. * The stories TravHQ Media Pvt. Ltd follow, as they develop * Travel-tech funding rounds and event coverage * Free long-form reports as they publish
Agoda and Emerging Travel Group enter strategic partnership. 2026-10-15 16:00 748 SINGAPORE, Oct. 15, 2026 /PRNewswire/ - Digital travel platform Agoda and Emerging Travel Group (ETG), a global travel technology company operating the RateHawk, ZenHotels, and Roundtrip brands, have entered into a strategic partnership to expand accommodation supply and distribution across their respective platforms. Under the partnership, the two companies will cross-sell their services, leveraging each other's extensive inventory and strong customer demand. As part of the agreement, Agoda will connect to ETG's global hotel supply through the RateHawk API, adding millions of accommodation options across Europe, the United States of America, Latin America, and the Middle East to its marketplace. This will broaden Agoda's offering for travelers from Asia and beyond whilst providing more choice for those planning trips to popular destinations globally. Danil Dachkevitch, Vice President of Strategic Partnerships at Agoda, added: "Travel discovery is becoming less linear as travelers turn to a wider range of platforms and content for inspiration. Wherever their journey begins, we want them to find accommodation that suits their trip. This partnership combines Agoda's deep understanding of Asia and global customer reach with Emerging Travel Group's diverse supply, giving travelers more choice across both platforms." Erik Akhmetgaliev, Regional Director APAC at RateHawk, commented: "ETG's hotel inventory offers extensive geographic coverage and is highly valued by our B2B partners. The RateHawk API enables us to connect this inventory with partners efficiently and seamlessly. Our partnership with Agoda will further extend the reach of this portfolio to travelers worldwide, while supporting our continued growth and strengthening our presence in the Asia-Pacific market." For ETG, the partnership supports its strategic expansion in the Asia-Pacific region by strengthening its hotel supply and enhancing the choice available to customers across the market. Nikita Elagin, Managing Director for Consolidator Business Unit at ETG, commented: "The Asia-Pacific region is an important destination market for our customers, across both leisure and corporate travel, with bookings growing at a double-digit rate annually. Agoda has a particularly strong hotel portfolio in the region, and by combining our supply, we can offer ETG customers a wider choice of accommodation and better serve their travel needs across APAC." According to ETG, East and Southeast Asia are among its top five destination markets, with bookings in the region growing by an average of 30% in 2026.
Meet Emerging Travel Group at WTM London 2026. This November, Emerging Travel Group will be exhibiting at World Travel Market London 2026, one of the world's leading travel trade events. Its international team will be at ExCeL London to meet hoteliers, hospitality partners, and travel businesses from around the globe, sharing how ETG helps businesses strengthen distribution and grow internationally. Event details. * Dates: November 3-5, 2026 * Venue: ExCeL London * Stand: S14-420 Hear ETG on stage. Two of ETG's senior executives will take the stage at WTM London on Tuesday, 3 November, sharing their perspective on the future of travel. All times are GMT (UK time). Ilya Kravtsov, Chief Commercial Officer at Emerging Travel Group * Panel: Beyond Automation: Agentic AI and the Future of Travel Payments * Stage: Future Stage * Date and time: Tuesday, 3 November, 10:50-11:20 GMT Felix Shpilman, President and CEO of Emerging Travel Group * Panel: Everything Is Changing and Nothing Has Changed: What Travel Tech Must Finally Fix * Stage: Future Stage * Date and time: Tuesday, 3 November, 14:00-14:40 GMT Join the sessions, then continue the conversation with its team at stand S14-420. Why visit the ETG stand? Meet the specialists behind ETG's hotel distribution solutions and discover how ETG's Extranet can help your property: * Expand visibility across global B2B and B2C audiences. * Connect directly or through 80+ channel managers. * Improve operational efficiency with seamless connectivity. * Optimise distribution using smart tools and data insights. * Build long-term growth through global partnerships. Meet specialists from across ETG. Discuss your distribution needs in one place - from supply and connectivity to visibility and growth. At WTM London, you can meet representatives from: * Direct Hotel Supply * Supplier Relations * Technical Platform Integrations * Business Development Get direct answers and identify the tools, integrations, and opportunities most relevant to your business. About WTM London. WTM London is one of the travel industry's premier global events, bringing together destinations, hotels, technology providers, buyers, and tourism professionals to explore the trends, innovations, and partnerships shaping the future of travel. For accommodation businesses, it is an opportunity to connect directly with global distribution and technology partners, including ETG. Make ETG part of your WTM plans and meet its team in London.
Emerging Travel Group and Rippla partner to expand influencer marketing opportunities. Emerging Travel Group (ETG) is partnering with Rippla, a data-driven influencer marketing platform for the hospitality industry. Together, ETG and Rippla will give accommodation partners a more targeted and measurableway to work with creators. The partnership expands ETG's marketing offering, creating new opportunities to build brand awareness, reach relevant potential guests, and drive more direct bookings. 4 minutes read Contents. Why influence marketing matters. Travelers do not always begin planning with a destination or property already in mind. Social media can introduce them to new places, shape their preferences, and influence which properties make it onto their shortlist. A recent report produced by RateHawk and PhocusWire identifies social media influence as one of 10 trends set to shape travel over the next decade. Creator content brings the guest experience to life. A Reel showing the view from a room, a Story from a property's restaurant, or a video exploring its spa can help travelers imagine a stay before they book it. However, a large following does not necessarily translate into a relevant audience. Effective influencer marketing depends on finding people whose followers genuinely match the guests a property wants to attract. A broader marketing offering. ETG supports accommodation partners through global distribution, technology, market expertise, and a wide range of marketing opportunities. ETG Marketing Hub brings these opportunities together, helping properties reach both travel professionals and individual travelers throughout the booking journey. Its solutions range from digital placements and editorial content to destination promotions, loyalty activations, FAM trips, webinars, and campaigns delivered with external partners. What the Rippla partnership adds. A more targeted and measurable approach to influencer marketing. Accommodation partners can use creator collaborations as a standalone activity or combine them with other ETG marketing opportunities as part of a broader campaign. About Rippla. Rippla is a data-driven influencer marketing platform for hospitality. Its network includes more than 10,000 verified creators. Rippla currently supports clients in Dubai, Abu Dhabi, Madrid, Barcelona, Lisbon, and Porto, working with creators who reach relevant audiences across Europe and the GCC. Its network continues to grow and can expand in response to the markets and audiences accommodation partners want to reach. What accommodation partners gain. * A broader marketing mix: Complement promotion across ETG's platforms with creator content on channels travelers use for inspiration. * Relevant audience matching: Select creators using verified audience and engagement data. * Control over collaborations: Choose the creators, deliverables, and number of collaborations that fit the property's goals and availability. * A flexible barter model: Provide an agreed stay, dining experience, spa access, or another service in exchange for content, without separate creator fees. * Less manual work: Reduce the time spent on research, outreach, communication, agreements, and follow-ups. * Measurable performance: Track individual collaborations and use the results to improve future campaigns. According to Rippla, noticeable results typically begin to emerge when properties run 4-8 collaborations per month. How targeted collaborations work. Each collaboration is built around the accommodation partner's goals, target guests, and offer. 1. Define the audience and offer. The property sets its campaign goals and defines the guests it wants to reach based on criteria such as geographic location, age, and gender. It also decides what it can offer a creator, such as a complimentary stay, dining, spa access, or another experience. 2. Choose relevant creators. Based on the selected audience criteria, relevant creators can discover and apply to the offer on Rippla.The property can compare candidates by audience fit, geographic reach, engagement rate, follower count, and average content performance. The accommodation partner makes the final selection and decides how many collaborations to run. 3. Agree on the content. The property and creator agree on clear content requirements. Instagram is the primary platform, with deliverables such as Reels and Stories. TikTok content may also be included in selected campaigns. Accommodation partners can also request reviews on platforms such as Google Maps, Apple Maps, and Tripadvisor. 4. Manage and measure. Rippla simplifies communication by keeping agreements, deadlines, and content delivery structured and easy to manage in one place.Once the content is published, the property can track the results of each collaboration and use these insights to refine future campaigns. Add influencer marketing to your plans. ETG accommodation partners can receive tailored terms for working with Rippla. Whether you want to test a few collaborations or make influencer marketing part of an ongoing strategy, its team can help you find the right approach. Get in touch to arrange a personalized Rippla presentation and discuss the opportunities for your property. 4 minutes read Editorial Board of Emerging Blog Emerging Travel Group is here to showcase the vibrant corporate culture of Emerging Travel Group, cutting-edge technologies, and the tech stack that drives its company's success. Through stories of its passion for what Emerging Travel Group do and how Emerging Travel Group build trust, Emerging Travel Group aim to inspire collaboration and continuous innovation!
Q3 2026 digest: growing together. As Emerging Travel Group move into the second half of 2026, Emerging Travel Group is taking a moment to look back at some of Emerging Travel Group's latest milestones and, more importantly, ahead to the opportunities coming up for its partners. From expanding its global distribution network to celebrating a decade of RateHawk, it's been another busy quarter. And with major industry events and seasonal promotional campaigns on the horizon, there are plenty more opportunities for Emerging Travel Group to grow together. 4 minutes read Key highlights. Recognition for customer excellence. Emerging Travel Group has been named a finalist in both the Customer Centricity World Series and the European Customer Centricity Awards by ARCET Global. These recognitions reflect its continued focus on delivering outstanding service, embracing innovation, and creating better experiences for its partners and customers around the world. As its global network continues to grow, keeping its partners at the centre of what Emerging Travel Group do remains one of its most important priorities. Expanding distribution through strategic partnerships. This quarter also brought a new partnership with Spain's Instituto Tecnológico Hotelero (ITH), further strengthening ETG's global hotel distribution network. Through this collaboration, Spanish hotels gain new opportunities to connect with international travelers, diversify demand, and increase bookings. It's another step in its ongoing work to connect accommodation partners with valuable audiences around the world and create more opportunities for sustainable growth. Celebrating 10 years of RateHawk. 2026 marks a major milestone for its B2B booking platform: RateHawk is 10 years old! Over the past decade, RateHawk has grown alongside a global community of travel professionals. This anniversary gave Emerging Travel Group the perfect opportunity to celebrate the relationships that have made that journey possible. Emerging Travel Group marked the occasion with a special hotel promotion featuring anniversary rates and offers at more than 100 hotels. Emerging Travel Group also brought its partner community together for Futurecast, an online conference featuring industry insights, trends, and discussions about the future of travel. Throughout the celebrations, Emerging Travel Group hosted partner events across multiple markets, connecting with hundreds of industry professionals globally. A huge thank you to everyone who has been part of RateHawk's first decade. Emerging Travel Group look forward to reaching many more milestones together. ETG in the media. * Supercharging travel: 10 trends that will shape the industry over the next decade - a white paper by RateHawk and PhocusWire. * The future of travel depends on what won't change - Forbes, featuring ETG's CEO Felix Shpilman on AI, personalization, and why trust still matters most. * Four distribution trends hoteliers can't ignore in 2026 - Hotel Speak, by Simone Large, Head of Direct Supply at ETG. Meet Emerging Travel Group around the world. The next few months will take the ETG team to some of the travel industry's leading events, giving Emerging Travel Group another opportunity to meet its partners face-to-face and discover how Emerging Travel Group can grow together. You can meet Emerging Travel Group at: * ATM in Dubai - September 14-17 * IFTM in Paris - September 15-17 * TTG in Rimini - October 14-16 * ITB Asia in Singapore - October 21-23 * ATF in Antalya - October 26-28 * WTM in London - November 3-5 Planning to attend? Emerging Travel Group'd be delighted to connect, discuss your goals, and explore new growth opportunities. Contact your Account Manager to arrange a meeting with its team. Upcoming promotional campaigns. Its promotional campaigns are designed to connect participating properties with high-intent audiences across key markets and booking periods. They can help you get extra visibility and increase occupancy: World tourism day deals - September 2026. Emerging Travel Group'll showcase 10 selected hotel offers with discounts starting from 40% to audiences worldwide. Properties from any destination can be considered for the campaign. Ski resorts collection - October 2026. As travelers start planning winter escapes, Emerging Travel Group'll turn the spotlight on hotels in ski and mountain destinations, targeting audiences across Europe, the CIS, Asia, and the Middle East. Black friday sale - November 2026. One of the biggest promotional periods of the year returns with limited-time winter and holiday deals. Hotels in any destination are eligible to participate, with the campaign targeting audiences globally. Luxury destinations - december 2026. Emerging Travel Group'll showcase premium holiday offers from 4- and 5-star properties around the world, helping participating hotels reach travelers looking for luxury stays. Lunar New Year getaway - december 2026. Early-booking Lunar New Year offers will target travelers across China, Southeast Asia, and East Asia, creating another opportunity for hotels worldwide to capture seasonal demand. Why participate in ETG promo campaigns? Joining its seasonal campaigns can give your property additional opportunities to reach the right audiences at the right time. Participating properties can benefit from: * Extra visibility: Gain exposure across ETG brands, promotional placements, social media, blog content, and more. * High-intent audiences: Reach travel agents and independent travelers who are actively searching for and booking accommodation. * Targeted reach: Connect with priority source markets during key booking periods. * More booking opportunities: Use seasonal demand to support occupancy and generate additional bookings. Secure your spot. Interested in taking part? Choose the campaign that best fits your property and contact your ETG Account Manager at least two weeks before it begins. Prepare a competitive offer and sufficient inventory for the promotional period, and Emerging Travel Group'll help with the rest. Let's grow together. Every milestone Emerging Travel Group reach is strengthened by the relationships Emerging Travel Group has built with its partners around the world. Thank you for your continued partnership and trust. Whether you'd like to join an upcoming promotional campaign or meet the ETG team at one of this season's travel events, get in touch with your Account Manager to explore the opportunities ahead. Emerging Travel Group look forward to another successful season together! 4 minutes read Editorial Board of Emerging Blog Emerging Travel Group is here to showcase the vibrant corporate culture of Emerging Travel Group, cutting-edge technologies, and the tech stack that drives its company's success. Through stories of its passion for what Emerging Travel Group do and how Emerging Travel Group build trust, Emerging Travel Group aim to inspire collaboration and continuous innovation!