travelstaytion is redefining the short-term rental industry by setting new benchmarks for quality, trust, and hospitality. With a mission to standardize the accommodation sector, the company leverages advanced quality assurance technologies and fosters a traveler-first community of verified professional property managers and owners.

Through exclusive partnerships with certified hosts, travelstaytion guarantees consistently high standards of service and hospitality across its expansive portfolio. The platform features over 150,000 properties in more than 700 sought-after destinations across 130 countries, offering travellers a reliable and premium experience wherever they go.

As demand for trustworthy, high-quality short-term rentals continues to rise, travelstaytion stands out by combining cutting-edge technology with a curated network of professionals—ensuring every stay meets the expectations of today's discerning traveller.

Requirements

The Role

• Act as the second-line (L2) escalation point for technical issues raised by the Host Support team, taking ownership of tickets that go beyond first-line resolution.
• Investigate and troubleshoot platform issues affecting hosts, bookings, listings, calendar/availability sync, payments and payouts, channel manager and OTA integrations, and account configuration.
• Reproduce reported problems, identify root causes, and either resolve them directly or document and escalate to engineering with clear, reproducible detail.
• Serve as the bridge between Host Support and the Product/Engineering teams, translating non-technical reports into precise technical descriptions, and translating technical outcomes back into plain language for the support team and hosts.
• Monitor recurring issues and flag patterns, contributing to permanent fixes rather than repeated workarounds.
• Use internal tools (admin panels, dashboards, logs, database queries where applicable) to diagnose issues; basic SQL or log-reading is a plus but not required at entry.
• Maintain and improve internal technical documentation, troubleshooting guides, and knowledge-base articles for the support team.
• Support testing and verification of fixes and new features before they reach hosts.
• Help define and improve escalation workflows and SLAs between the Host Support team, and engineering.

Essential

• 2+ years of experience in a technical support, application support, or L2 support role within B2B environments.
• Experience supporting a B2B SaaS or online platform (ideally with business/professional users rather than pure consumer support).
• Strong troubleshooting and problem-solving skills ( able to work methodically from symptom to root cause)
• Comfort working with web-based platforms, admin tools, integrations, and APIs at a functional (non-developer) level.
• Excellent written and verbal communication in English, with the ability to explain technical concepts to non-technical audiences.
• Experience with ticketing/helpdesk systems (e.g. Zendesk, Freshdesk, Jira Service Management, Intercom).
• Ability to work independently, prioritise a mixed workload, and stay calm under pressure.

Nice to Have

• Experience in travel tech, hospitality tech, property management, or the short-term rental / OTA space.
• Familiarity with channel managers, PMS systems, or OTA integrations (Booking.com, Airbnb, Expedia, etc.).
• Basic SQL, log analysis, or comfort reading API responses (JSON) for diagnostics.
• Exposure to tools like Jira, Confluence, Postman, or similar.
• Additional languages.

Benefits

• Private Health Insurance
• Training & Development
• Annual Performance Bonus