Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world’s largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.
General Job Description:
Responsible for the analysis, replication, and resolution from simple to high complexity problems, providing advanced support to airline customers hosted in the Sabre Ticketing system.
Provides Technical support through different communication channels using advanced software and diagnostic tools to both, application front and back-end, as well as recommends best business practices to customers on the application usability and system maintenance.
Acting as a liaison between different internal teams ensuring a prompt resolution is achieved while working in a high-speed multitasking environment. Shows a high sense of urgency for sensitive issues and ensures the right level of communication is maintained with internal and external teams according to the appropriate defined service level agreements (SLAs).
Responsibilities:
Under general supervision, conducts logical analysis, replication, and resolution of simple to complex customer issues providing advanced support to Airline customers hosted in the SabreSonic system.
Provides initial support through different communication channels (Phone & Sabre Hub) using advanced software and diagnostic tools to both, application front and back-end, as well as recommends best business practices to customers on the application usability and system maintenance.
Monitors and resolves the issues that are reported by the customer. Must have the ability to evaluate the impact of the issue to the customer and escalate issues. Ability to work under pressure and handling complex situations.
Acts as the lead interface with the customer, internal or external, regarding support on our products.
Delivers the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
Researches and validates application, back-end, or technical issues to aid customers in understanding product functionality and outputs.
Develops a thorough understanding of the suite user interface to investigate customer queries and issues.
Responsible to create and maintain Salesforce Case IDs ensuring data integrity and keeping record of all customer interaction with the Help Desk through proper incident documentation.
Performs problem replication in Sabre hosted environment as part of triage and escalation procedures.
Works collaboratively in a team environment with Account managers, Implementation and Development resources to meet customer expectations regarding the resolution of maintenance issues / service requests.
Manage efforts of company, customer, and third-party vendors to ensure that an integrated solution is provided to meet the customer's need and within organizational expectations.
Recognizes repetitive customer issues to facilitate the development of quality products.
Responsible, together with the assistance of the Account Team, for the prioritization of escalated Cases/JIRAs, working with Development and Product Management teams on that process.
Makes a conscious effort to contribute value-added services and ideas to our customers.
Ensures customer needs are satisfied, demonstrating a high sense of urgency. Proper problem impact assessment and escalates if necessary.
May hold scheduled calls with customers to review status of Salesforce Cases and prioritization/status review of defect trackers.
Consistently meets established team KPI targets, align and contribute to achieve organization goals.
On-call duties may be required.
Contribute to the development of Product Support Analysts (Level 1 team) by assisting them with their daily work (mentoring).
May participate in customer visits and cutover support efforts.
Requirements:
Bachelor's degree or equivalent technical experience
Strong SabreSonic Host/TKT skills
Knowledge of Web Services / API required
Knowledge in technical languages as XML, SOAP, REST or HTML.
Good troubleshooting / investigation skills and ability to think outside the box.
Experience in Support /Customer facing role is preferred
Airline domain experience is a plus
Professional fluency in English, written and oral communication skills
Experience using CRM/Salesforce tool is desired
Ability to work in a team environment with high level of autonomy.
Ability to present to present technical information or reports in a friendly language.
Must be organized and able to multi-task and work in all areas as needed
Proactive attitude to present and/or take over team projects/assignments
Flexibility in working hours/shifts and weekend On-Call Coverage
Proficiency in MS office and Support tools
Willingness to travel
We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.
Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.
#LI-Hybrid#LI-BG1Skills Required
- Bachelor's degree or equivalent technical experience
- Strong SabreSonic Host/TKT skills
- Knowledge of Web Services / API
- Knowledge of XML, SOAP, REST, or HTML
- Troubleshooting and investigation skills
- Professional fluency in English (written and oral)
- Experience using CRM/Salesforce tool
- Experience in support/customer-facing role
- Airline domain experience
- Ability to work in a team with high autonomy and present technical information simply
- Organized, able to multi-task and work across areas as needed
- Proactive attitude to take on team projects/assignments
- Flexibility in working hours/shifts and weekend on-call coverage
- Proficiency in MS Office and support tools
- Willingness to travel
Sabre Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sabre Corporation and has not been reviewed or approved by Sabre Corporation.
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Leave & Time Off Breadth — Time off is expansive, with five weeks of PTO from day one, eight paid holidays, floating holidays, and a companywide year‑end break. Paid volunteer time further broadens available leave.
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Parental & Family Support — Parental leave provides 12 weeks fully paid for birth or adoption, complemented by generous bereavement leave up to 15 paid days. Disability coverage and dependent eligibility to age 26 reinforce family support.
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Retirement Support — A 401(k) with a strong company match underpins long‑term savings. This foundation strengthens overall financial security alongside core benefits.
Sabre Corporation Insights
What We Do
We are a software and technology company that powers the global travel industry. With decades of revolutionary firsts, our team of experts drive innovation and ingenuity in the industry. Today, we are creating a new marketplace for personalized travel. We partner with airlines, hoteliers, agencies and other travel partners to retail, distribute and fulfill travel. We are committed to helping customers operate more efficiently, drive revenue and offer personalized traveler experiences with next-generation technology solutions. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Sabre's technology powers the nearly US$8 trillion travel industry. Our technology and data-driven solutions help our airline, hotel, travel agency and corporate customers grow their businesses and transform the traveler experience. The scale, breadth and depth of our technology is unmatched and sustains a complex industry. We provide an open and stable platform to deliver flexible, reliable and scalable solutions. Over the years, we have shaped and modernized the travel industry. We pioneered online travel agencies, corporate booking tools, revenue management, and web and mobile itinerary tools, to name a few. Our travel marketplace transacts more than US$120 billion of travel spend per year. And we are the world’s largest provider of airline and hotel technology. We have been named to the InformationWeek 500 list of the most innovative technology companies for 11 consecutive years. And InformationWeek named Sabre seventh on its list of the “Greatest Software Ever Written.”
