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Associate Manager, VR Technical Support



IT, Customer Service
Dublin, Ireland
Posted on Friday, April 19, 2024

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You are passionate about Travel technology and application support. You have implemented innovative ideas and built workflows to ensure customers consistently have a delightful experience each & every time they interact with your team. You have a strategic mindset but can roll up your sleeves to tactically execute. You possess a genuine desire to build career paths for your team, share your knowledge and industry best practices, and create an environment where people are energized, motivated, & want to grow their careers.

The position is responsible for leading and developing a Technical Support team for Vacation Rentals. The Associate Manager is tasked with balancing the requirements of effective supervision of a high volume, action packed technical support team, with providing leadership and training for the team in a fast-changing environment.

What you'll do:

  • Build and maintain an effective local Technical Support team that is part of a global, collaborative team imbued with a culture of empowerment and resolution

  • Develop relationships with multiple internal teams to identify skills and develop knowledge needed to build a highly effective Technical Support team, adding value to our customers, product teams, and development organizations

  • Contribute to the overall success of the global team by providing feedback, sharing information, and collaborating on best practices

  • Inspire and gain commitment from others towards the vision, mission, values, and organizational goals

  • Ensure team members meet performance and effectiveness expectations by setting clear expectations for operational performance, conducting one-on-one meetings, preparing weekly team meetings, reviewing individual and team goals, and providing construction coaching and feedback

  • Identify and resolve issues that may impair the team’s ability to meet team goals

  • Exercise critical thinking, problem-solving skills, and use sound judgement to address urgent issues efficiently and effectively

  • Analyze and leverage data to identify problem areas, make business decisions, and improve team processes

  • Identify opportunities for process improvement, engage with appropriate teams to create and deliver solutions to improve the effectiveness and efficiency impacting the Technical Support team

  • Develop a strong partnership with frontline teams through regular meetings, knowledge sharing, and addressing frontline concerns in a timely manner

  • Lead day-to-day processes and other duties as assigned

  • Drive complex issues escalated from customers all over the world to resolution

Who you are:

  • Bachelor’s in computer science or computer engineering or in a related technical field; or equivalent related professional experience

  • Minimum 3+ years leadership experience leading a 2nd level technical support in a tiered support structure

  • Technically savvy and efficient in troubleshooting end-to-end troubleshooting complex environments across multiple internal teams

  • Experience supporting the Incident Management Process

  • A strong team player able to work well with differing personalities

  • Strong leadership skills including with effective performance management and coaching/feedback techniques

  • Have strong organization and analytical skills, with attention to detail and accuracy

  • Experience with data logging and monitoring tools such as Splunk, Kabana, New Relic, DataDog

  • Experience with Business Intelligence tools and data analysis such as SQL, Querybook, Tableau, etc.

  • Demonstrate a data-led approach, combining data, context, research, and expertise to make business decisions

  • Solid written, oral skills with ability to communicate effectively with both technical and non-technical clients

  • Excellent problem-solving skills, including issue tracking, triaging and crisis management

  • Knowledge of Lodging distribution, aka OTAs

  • Experience reviewing, creating, and modeling technical specifications

  • ITIL, Agile, or SDLC experience, including Kanban boards and roadmaps

  • Software QA experience

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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