Full-Time

Technical Support & AI Data Quality Specialist

Posted on 1/10/2025

Spotnana

Spotnana

201-500 employees

Travel technology platform for corporate bookings

Automotive & Transportation
Consumer Software

Compensation Overview

$75k - $98kAnnually

Mid

Remote in USA

Candidates must be located in the Pacific Time Zone.

Category
IT Support
IT & Security
Required Skills
Datadog
JavaScript
Salesforce
JIRA
REST APIs
Kibana
Requirements
  • 3+ years of experience in a technical customer-facing support function
  • Experience with creating AI prompts to achieve specific generative results or retrieve desired information
  • Understanding how data impacts model training
  • Experience in a B2B startup or a fast-paced, corporate environment preferred
  • Experience troubleshooting customer issues and documenting steps to reproduce to identify the likely source of an issue
  • Familiarity with AI tools, such as Maven AGI
  • Basic understanding of web technologies (JavaScript, RESTAPIs, log/audit files such as Kibana/Datadog) is a plus
  • Familiarity with the travel industry is a plus
  • Fully remote position; candidates must be located in the Pacific Time Zone and available to work hours anywhere from 9 AM - 6 PM PT or 11 AM - 8 PM PT
Responsibilities
  • Identify and document common issues along with associated keywords and prompts to streamline troubleshooting and enhance data quality processes.
  • Ensure the accuracy, consistency, and integrity of customer support data to maintain high-quality inputs for AI model optimization.
  • Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.
  • Author knowledge base content into LLM-ready formats/structures.
  • Leverage multiple systems, including our own platform, Salesforce, and Jira, to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed.
  • Provide a step-by-step guidance to customers and partners to resolve their issue.
  • Communicate efficiently and effectively with our customers and partners via chat, email, and Zoom in a courteous, timely, and professional manner.
  • Accurately document key details about the customer interaction within our support ticketing platform.
  • Own the communication with the customer from initial contact until resolution.
  • Assist the Customer Support Manager and other Customer Success leaders on project level deliverables.

Spotnana provides a modern platform for booking and managing travel arrangements, specifically designed for corporations and channel partners in the travel industry. The platform allows users to access a wide range of travel content, including air, hotel, car, and rail options, through a single API. It features self-service tools that empower travelers to make changes to their trips, cancel bookings, and redeem unused ticket credits without needing assistance from agents. Spotnana's infrastructure supports New Distribution Capability (NDC), enabling direct integrations with top suppliers for better inventory access. Unlike many competitors, Spotnana focuses on a user-friendly interface and excellent customer service, ensuring efficient handling of complex bookings and changes. The company's goal is to simplify travel management and enhance the overall travel experience for both travelers and travel managers.

Company Stage

Series B

Total Funding

$112.8M

Headquarters

New York City, New York

Founded

2020

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Spotnana's partnership with Thrust Carbon aligns with the demand for sustainable travel solutions.
  • Collaboration with Kyte provides access to affordable airline content, attracting budget-conscious travelers.
  • Generative AI integration can enhance user experience and operational efficiency for Spotnana.

What critics are saying

  • Increased competition from Marriott's SMB travel program could impact Spotnana's market share.
  • Reliance on partnerships like Kyte may pose risks if these alliances face disruptions.
  • Ongoing investment in sustainability may be needed to meet regulatory and consumer demands.

What makes Spotnana unique

  • Spotnana offers a Travel-as-a-Service platform, modernizing travel infrastructure for corporations.
  • The platform supports New Distribution Capability, enhancing direct integrations with top suppliers.
  • Spotnana's microservices-based architecture allows rapid product development and self-service options.

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Benefits

Competitive Compensation - Salary, performance bonuses, and equity stock options in a fast growing start up

Comprehensive health insurance - Medical, dental and vision at no cost to the employee

Retirement savings plan - 401(k) for U.S. employees with an employer contribution

Paid time off - Paid vacation days, paid holidays, and leaves for life events

Hybrid work model - Offices with amenities and a monthly work from home internet and phone benefit

Focus Fridays - Regular time to concentrate on deep work with no internal meetings