Technical Support Analyst

Summary of the role:
Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions and maintaining the highest level of customer satisfaction. Amadeus Hospitality’s Technical Support team offers second line support to its global customer base in the hospitality industry and has a strong influence on product defect/enhancement prioritization and operational needs.

The purpose of this role is to provide technical support for a group of assigned products/solutions.

Key responsibilities:

• Investigate and resolve incidents escalated to the Level 2 team which originated from customer inquiries
• Investigate and resolve incidents escalated to the Level 2 team originating from internal resources
• Document all customer-related issues in an easy to understand narrative format for communication to Development and consumption of internal resources.
• Troubleshoot the most complex customer issuses escalated to Level 2 Support.
• Create clear and concise documentation of resolutions
• Empower, coach and knowledge share with Customer Support and Technical Support teams.
• Maintain knowledge of existing SLA and SLO metrics and contribute to their compliance.
• Escalate unresolved issues to Amadeus R&D or Operations teams in accordance with support escalation procedures.
• Participate in on-call rotation as necessary. This will vary by role and region.
• Assist in identifying technical needs, technology improvements and general areas needing improvement within the department.
• Advocate for and help prioritize product defects/enhancements with the Product and R&D teams.
• Keep Team Members, Management, customers and Amadeus personnel informed of customer issues.
• Play a leadership role representing customers and the Support organization in  Major incident management & communications.

About ideal candidate:

• Tertiary qualifications (or equivalent) in a relevant discipline from a college of university
• Minimum 3-5 years demonstrated experience in a Level 2 Technical Support/IT environment or equivalent experience, problem solving, and quality focus.
• Hospitality industry knowledge
• Equal amount of technical aptitude balanced with customer service experience
• Strong customer service, problem solving, time management and team building skills are essential
• Analytical thinking
• Strong verbal and written communication skills
• Highly motivated with demonstrated ability to work in both a team environment and independently

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.
• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• 🌟 A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
• 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.  

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.