Travel Technology Product Support Specialist

Company Description LinkTwist is a travel technology company transforming how tours, attractions, and travel experiences connect with their audiences through an innovative, fully customizable booking engine and channel manager. Designed for tour operators, organizers, and experience providers, the platform maximizes direct reservations and revenue streams while integrating seamlessly with major OTAs and ticketing systems. LinkTwist supports a wide range of sectors—from walking tours to theme parks—by solving industry-specific challenges with scalable solutions and comprehensive API integrations. The company focuses on delivering high-conversion booking experiences, real-time resource management, and enhanced operational efficiency. LinkTwist is committed to enabling smarter, more connected travel experiences for businesses worldwide.

Role Description The Travel Technology Product Support Specialist is a full-time, on-site role based in Athens, responsible for supporting customers using LinkTwist’s booking engine and channel management platform. This role involves handling incoming support requests, troubleshooting technical and configuration issues, and guiding users through product features and best practices. The specialist will collaborate with product and engineering teams to escalate complex problems, document recurring issues, and contribute to knowledge base content. Daily activities include monitoring system performance from a user perspective, assisting with onboarding and training of new clients, and ensuring timely, clear communication on updates, incidents, and resolutions. The role requires a strong customer focus, attention to detail, and the ability to work effectively with travel industry partners in a fast-paced environment.

Key responsibilities

• Develop expert knowledge of our platform, features, integrations, and operational workflows.
• Support business clients through email, telephone, video calls, and other support channels.
• Investigate product, configuration, booking, payment, ticketing, and integration-related issues.
• Ask the right questions to identify the root cause of each issue rather than relying on generic responses.
• Explain technical or complex topics clearly to both technical and non-technical users.
• Guide clients on product functionality, configuration, and best practices.
• Take ownership of support cases from the initial request through to resolution.
• Reproduce, document, and escalate technical issues to the appropriate internal teams.
• Collaborate closely with Product, Engineering, Sales, Account Management, and Operations.
• Keep clients informed throughout the resolution process and manage expectations professionally.
• Create and maintain internal product documentation, troubleshooting guides, and client-facing help content.
• Identify recurring issues and recommend improvements to the product, documentation, training, and support processes.
• Participate in product training and remain informed about new releases and functionality.

Essential requirements

• At least two years of experience in product support, technical support, customer success, implementation, account management, or a similar client-facing role.
• Experience within travel technology, tourism, attractions, tours and activities, transportation, ticketing, reservations, or a closely related sector.
• Strong understanding of the travel market and the operational needs of travel businesses.
• Experience supporting business clients in a B2B environment.
• Ability and willingness to develop a thorough understanding of a complex technology product.
• Excellent spoken and written English.
• Strong problem-solving and analytical skills.
• Ability to investigate issues systematically and identify their root causes.
• Clear, confident, and professional communication style.
• Strong sense of ownership, accountability, and attention to detail.
• Ability to prioritize cases and work effectively in a fast-paced international environment.

Desirable qualifications

• Professional proficiency in German or Italian.
• Additional European languages would be an advantage.
• Experience with ticketing, reservation, CRM, call center, or payment systems.
• Experience supporting attractions, sightseeing operators, hop-on hop-off services, tour operators, or other high-volume travel businesses.
• Familiarity with APIs, system integrations, online distribution, and connectivity platforms.
• Experience using support and CRM tools.
• Previous involvement in client onboarding, implementation, or product training.

What success looks like

• Clients receive accurate, helpful, and timely answers.
• Support cases are properly investigated and resolved with clear ownership.
• The specialist can confidently explain how the product works and advise clients on the best solution.
• Complex issues are documented and escalated with all the information needed for a quick resolution.
• Client satisfaction and trust improve.
• Recurring issues are identified and used to strengthen the product and support operation.
• Internal product knowledge and documentation continuously improve.

The ideal candidate

You are curious, commercially aware, and genuinely interested in understanding how technology products work. You do not provide generic answers or pass problems from one team to another. You take ownership, investigate thoroughly, and communicate clearly until the client has a solution.

• You understand that excellent B2B support combines product expertise, travel-industry knowledge, technical curiosity, and strong relationship-management skills.