Technical Support Analyst – Travel Technology

Role Overview

• Provide Level 2 technical support for Amex GBT travel booking
• Manage incident, case, and request resolution
• Respond to critical incidents (P1/P2) within defined SLAs
• Document issues and resolutions in knowledge articles
• Communicate issue status and resolution timelines to stakeholders
• Collaborate with incident management and product teams

Requirements

• Must have bachelor’s degree
• 4+ years of experience in corporate travel operations
• Proven Level 2 technical application support experience
• Hands-on experience with GDS platforms (Sabre, Apollo, Galileo, or Amadeus)
• Understanding of front-end, mid-office, and back-office applications
• Experience with at least one log analysis tool such as Datadog, Kibana, or Grafana
• Hands-on experience with at least one ticketing system (Freshservice, ServiceNow, or Salesforce)

Tech Stack

• Apollo
• Grafana
• ServiceNow

Benefits

• Health and welfare insurance plans
• Retirement programs
• Parental leave
• Adoption assistance
• Wellbeing resources