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Technical Support Specialist

2 hours ago

Bangkok, Bangkok, Thailand Avalon Analytics Full time

Job Description

Position:
Technical Support Specialist (Data & Analytics)

Location:
Bangkok, Hybrid

About Avalon Analytics:

Avalon Analytics is a leading SaaS provider in the hospitality industry, offering a cutting-edge business intelligence platform specialized in Revenue Management. With a growing presence in the South East Asian market and headquarters in Bangkok, we help hotels unlock their full commercial potential through data-driven insights and real-time analytics.

Role Summary:

We're looking for a
Technical Support Specialist (Data & Analytics)
to join our Support team and help manage daily support operations for our hotel analytics platform. You will monitor tickets, analyze data issues, perform SQL checks, and provide clear communication to hotel clients and internal teams. This role is perfect for someone early in their data career who enjoys problem-solving, learning new systems, and supporting users in a professional environment. You will work closely with the Senior Technical Support Specialist, the Data Integrations team, and the Technical Support & Data Operations Manager to ensure high-quality support and smooth platform operations. This is an excellent entry point for someone who wants to build a strong foundation in data operations, hotel integrations, and analytics.

Key Responsibilities:


• Monitor incoming Zendesk tickets and assess priority based on impact and urgency.


• Provide accurate first responses and carry out initial investigation steps.


• Assign tickets to appropriate team members where deeper technical expertise is needed.


• Update clients with clear and concise communication throughout the ticket lifecycle.


• Perform SQL checks to identify missing data, mapping issues, or anomalies across PMS systems (e.g., HotelTime, Mews, Opera Cloud (OHIP)).


• Validate PMS data against internal dashboards.


• Support data quality checks and cross-reference values using SOPs.


• Highlight recurring issues for escalation to senior team members.


• Work closely with Senior Technical Support Specialists on escalated cases.


• Coordinate with the Data Integrations team when issues relate to onboarding or integrations.


• Support the Technical Support & Data Operations Manager with daily updates and communication.


• Help maintain internal documentation, SOPs, troubleshooting playbooks, and internal standards.


• Support platform testing during releases or bug fixes.


• Participate in weekend support rotation (2–3 days per month, with a weekday off provided).

Requirements:


• SQL knowledge is a must (select, filtering, reading logic).


• Understanding of Power BI or general BI concepts.


• Good organisational skills and attention to detail.


• Strong communication skills in English, especially written.


• Ability to follow structured investigation steps and SOPs.


• Positive attitude, curiosity, and willingness to learn.

Preferred Qualifications:


• Experience with Azure, Microsoft Fabric, or cloud data tools.


• Exposure to hotel systems (PMS, POS).


• Experience using Zendesk or any ticketing platform.


• Previous experience in a SaaS or technical support environment.

What We Offer:


• Hybrid work environment with flexibility.


• Be part of a young, collaborative, international team in Bangkok.


• Work directly with real-world data used by hotels globally.