How You'll Help Us Keep Climbing (Overview & Key Responsibilities) Delta Air Lines is seeking a customer-focused and analytically minded User Support Specialist to support the QuickView platform within the HRIX team. This role serves as the front line of user experience, ensuring employees and leaders receive timely, clear, and effective support.

Beyond issue resolution, this role plays a key part in identifying user trends, friction points, and improvement opportunities, contributing to product enhancements and better system performance.

Key Responsibilities User Support & Issue Resolution

- Manage support channels (ServiceNow, inbox) and provide timely, high-quality responses
- Troubleshoot system issues and guide users through functionality
- Escalate complex issues while maintaining ownership through resolution
- Support users across all enterprise divisions

User Experience & Enablement

- Deliver a consistent, high-quality customer experience
- Translate system functionality into clear, easy-to-follow guidance
- Support onboarding efforts and frontline adoption

Issue Tracking, Trends & Feedback

- Categorize and tag tickets to enable trend analysis and reporting
- Identify recurring issues, patterns, and user pain points
- Track product feedback, feature requests, and enhancement opportunities
- Partner with Product and Data teams to surface actionable insights

Knowledge Management

- Create, maintain, and improve FAQs, knowledge articles, and job aids
- Identify opportunities to reduce repeat issues through better documentation and education

System Monitoring & Operational Support

- Perform basic system checks and configuration support
- Flag recurring issues, system failures, or performance concerns
- Support awareness of overall system health and reliability

Design Collaboration Model

- Partner with Product and Design teams by visualizing user pain points, workflows, and friction areas
- Utilize tools (e.g., Figma) to create simple mockups or workflow diagrams to illustrate user challenges or improvement ideas
- Provide real-user context to inform design decisions and prioritization
- Support rapid iteration by helping translate user feedback into visual concepts

Operational Flexibility & Cross-Training

- Participate in structured cross-training to develop working capability in reporting, analytics, and dashboard interpretation
- Provide support for basic reporting tasks, data validation, or dashboard QA during lower-volume periods
- Structure and tag support data to ensure it can be leveraged for analytics and insights
- Collaborate with Data & Insights to ensure user feedback is reflected in reporting outputs

What You Need To Succeed (Minimum Qualifications)

- 4-7 years of experience in technical or product support environments




- Bachelor’s degree in Engineering, Computer Science, Information Science, Business/Management, Mathematics/Statistics, Economics, or other relevant quantitative field.
- Solid troubleshooting and problem-solving skills
- Experience with ticketing systems (ServiceNow or similar)
- Excellent written communication and customer service skills
- Ability to manage high-volume inquiries with accuracy and consistency

Behavioral Competencies

- Ability to produce high quality results, work in a collaborative environment by embracing diverse perspectives and with a solution-based approach.
- Adapt communication clearly and concisely based on team dynamics and expresses thoughts & ideas effectively.
- Ability to engage effectively with peers and stakeholders to build trust and reliable working relationships.
- Ability to understand business processes, implement creative solutions, guide juniors on continuous improvement by constantly updating oneself on current technology & trends.
- Inquisitive to understand customer and business expectations while creating value addition on technical solutions.

What Will Give You a Competitive Edge (Preferred Qualifications)

- Experience building scalable, role-based dashboards for different user personas
- Experience with Adobe Analytics or similar digital analytics platforms
- Familiarity with system monitoring or observability concepts (e.g., system health metrics, pipelines, uptime tracking)
- Experience with Python, DBT, or modern data transformation tools
- Experience working with HR or workforce performance data
- Experience partnering with IT/product teams in an Agile environment
- Experience with Figma or similar tools for prototyping data experiences

Key Capabilities For Success

- Ability to connect data across systems to tell a cohesive performance story
- Strong focus on end-user experience and dashboard usability
- Balance of technical depth and business acumen
- Curiosity and continuous improvement mindset
- Bias for action and delivering scalable solutions

About The Company What started as a humble, little aerial crop-dusting operation called Huff Daland Dusters in 1924 has now grown into the U.S. global airline leader in safety, innovation, reliability, and customer experience. Headquartered in Atlanta, Georgia, Delta Air Lines is known for its operational excellence and award-winning customer service. Powered by our employees worldwide,



Delta has led the airline industry in operational excellence for a decade while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good.

In 2026, Delta Air Lines continued to earn global recognition for its performance, culture and operational excellence. Delta was named to Glassdoor’s 2026 Top 100 Best Places to Work list for the ninth time, standing as the only airline recognized. Delta also secured the 11th spot on Fortune’s World’s Most Admired Companies list, marking its 13th consecutive year earning this distinction.

Delta was also recognized by Cirium as the top on-time airline in North America for the fifth consecutive year, underscoring its unwavering commitment to reliability and customer experience.

About The Delta Technology Hub (DTH), Bangalore The DTH is one of Delta Air Lines' investments in world-class business capabilities and technology aimed at transforming how Delta Air Lines operates and provides world-class travel experiences to its customers through innovation and cutting-edge methodologies. By continuously reimagining processes and driving technology-led transformation, the Delta Technology Hub plays a pivotal role in Scripting The Future Of Aviation.

The organization is certified by the Great Place to Work Institute (India).

The Delta Technology

Hub was a finalist for the iVolunteer Awards 2024/2025 in the "Leader in Employee Volunteering" category. This nomination highlights our remarkable volunteering initiatives and the outstanding practices we implement to encourage and support our employee volunteering program.

For more information, please visit www.deltatechhub.com

Why join?

- Technology is a key enabler of the differentiated services that Delta provides. At the DTH, you get the opportunity to work on projects with a significant impact on business outcomes and customer experience.
- Deepen your knowledge by taking part in multifaceted learning and development programs –exposure to extensive internal and partner repositories, institutional affiliations, and industry SIG (Special Interest Groups) partnerships.
- Immerse yourself in an employee-centric culture.
- Develop deep and broad business acumen on airline operations while retaining focus on cutting-edge technology driven solutions.
- Avail a full range of benefits that support you and your family: Medical Insurance, Transportation to and from the DTH office, Complementary Cafeteria Meals, Special Travel opportunities and Travel Privileges, Car Lease Program, Paid time off, Parental Benefits and National Pension Scheme.

📌 Senior Support Specialist (Bengaluru)
🏢 Delta Technology Hub
📍 Bengaluru