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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist - **Company:** Expedia Inc. - **Location:** Austin, TX, United States - **Experience:** Experienced - **Salary:** $52,500.0 - $84,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, Antivirus Softwares, Google Chrome, Software as a Service, Computer Networks, Microsoft Office, QuickBooks (Software), Salesforce.Com, Firewalls (Computer Science) - **Published:** August 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b7b9918bb22e4b4a ## About the Role * You have 2+ years of customer service or product support experience; SaaS experience is preferred * You are comfortable working with Windows, Google Chrome, Microsoft Office, and Excel * You communicate effectively across channels and can explain complex information in a way that is easy for customers to understand * You work well independently and collaboratively, and you can manage multiple priorities in a fast-paced environment * You demonstrate strong attention to detail, sound time management, and resilience under pressure or ambiguity * Experience with small computer networks, firewalls, antivirus software, QuickBooks, or basic accounting principles is a plus ## Description The Product Support Specialist supports Expedia Group property managers and partners who use Escapia for vacation-rental reservations, operations, distribution, payments, trust accounting, owner accounting, and reporting. Provides accurate, timely, and easy-to-understand assistance through approved support channels, with a focus on first-contact resolution, customer trust, and consistent application of Escapia processes and policies. In this Role You Will: * Develop working knowledge of Escapia reservations, trust accounting, payments, rates, taxes, service orders, distribution, and property-management workflows. * Apply Escapia policies, documented procedures, and basic trust-accounting principles to customer questions and issue resolution. * Provide timely day-to-day support through approved channels, with a focus on first-contact resolution. * Ask focused follow-up questions, listen carefully, and gather the details needed to identify the customer's root cause. * Categorize cases accurately and document symptoms, troubleshooting steps, findings, and resolution in Salesforce. * Assess business impact and urgency, prioritize work according to team guidelines, and set clear customer expectations. * Follow approved troubleshooting procedures and use the Escapia User Manual, support articles, and known solutions as references. * Explain Escapia processes and recommendations clearly to non-technical customers, property managers, and internal stakeholders. * Troubleshoot common workflows involving reservations, folios, payments, refunds, owner statements, accounting, taxes, and channel integrations. * Recognize when an issue involves trust-accounting, regulatory, or financial-reporting risk and escalate it appropriately. * Identify suspected High Impact Events or persistent issues, gather supporting evidence, and report them according to team procedures. * Keep customers and stakeholders informed of progress, next steps, dependencies, and changes to expected timelines. * Collaborate with experienced associates and subject-matter experts when an issue exceeds documented procedures or requires specialized review. * Support implementation and onboarding activities by following standard operating procedures, maintaining task timelines, and tracking milestones. * Share product knowledge, relevant features, updates, and best practices that improve the customer's Escapia experience. * Identify recurring knowledge gaps and recommend updates to procedures, training materials, FAQs, and customer communications. * Use Salesforce, email, chat, Slack, Excel, reporting, and operational tools to manage cases, analyze information, and track action items. * Contribute to quality reporting and continuous improvement by identifying inefficiencies, documenting patterns, and recommending practical process improvements. ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Exploring Google Gemini and Generative AI](https://www.wearedevelopers.com/videos/1269-exploring-google-gemini-and-generative-ai) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [WeAreDevelopers LIVE - Chrome for Sale? 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