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
LLM
Datadog
JavaScript
Salesforce
JIRA
REST APIs
Kibana

You match the following Spotnana's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
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 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
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
Desired Qualifications
  • Experience in a B2B startup or a fast-paced, corporate environment preferred

Spotnana provides a platform for booking and managing travel arrangements specifically designed for corporations and channel partners. Its platform allows users to access a wide range of travel content, including air, hotel, car, and rail options, and offers self-service features for travelers to make changes or cancellations without needing an agent. Spotnana stands out from competitors by utilizing a modern infrastructure that supports New Distribution Capability (NDC), enabling direct integrations with top suppliers and simplifying travel management. The goal of Spotnana is to enhance the travel experience for both travelers and travel managers through a user-friendly interface and excellent customer service.

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

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnership with Thrust Carbon enhances Spotnana's appeal to eco-conscious travelers.
  • Integration with British Airways improves service capabilities and customer satisfaction.
  • Collaboration with Kyte expands access to low-cost airline content, attracting budget travelers.

What critics are saying

  • Marriott's new booking program for SMBs could impact Spotnana's corporate market share.
  • Fetcherr's AI-driven market engine may challenge Spotnana's pricing strategies.
  • Sustainability focus may not differentiate Spotnana as it becomes a standard expectation.

What makes Spotnana unique

  • Spotnana's Travel-as-a-Service platform modernizes travel management for corporations and consumers.
  • The platform's open, microservices-based architecture enables rapid product development and innovation.
  • Spotnana offers self-service options, reducing the need for agent assistance in travel management.

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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

INACTIVE