Technical Support Analyst

Job Title

Technical Support Analyst

Summary

Amadeus provides global customers with superior support to ensure successful use of its solutions. The Amadeus Hospitality Technical Support team delivers second-line assistance, influencing product improvements and operational priorities. You will offer advanced technical support for assigned products by analyzing incidents, verifying system specifications, and consulting with users and engineers. Additionally, you'll recommend solutions and advocate for defect and enhancement prioritization with Product and Development teams to meet customer goals.

Key Responsibilities

• Maintain deep knowledge of assigned products, including integrations and dependencies;
• Investigate and resolve escalated incidents impacting production environments;
• Document investigations clearly in incident logs and summaries;
• Keep management and stakeholders informed on status, progress, and customer updates;
• Collaborate with Development, Product Management, Technical Operations, and vendors to determine root causes (system behavior, configuration, or defects);
• Share knowledge and coach Customer Support and Technical Support teams;
• Ensure compliance with SLAs and SLOs;
• Identify technical needs (logging, monitoring, tooling) and propose validated improvements;
• Raise awareness of product challenges and advocate for defect prioritization with Product and R&D teams;
• Participate in on-call rotation as required by role and region.

About the Ideal Candidate:

• Degree or equivalent in a relevant discipline;
• 3–5 years' experience in Customer Service, Technical Support, or IT Support with strong problem-solving focus;
• Proactive, independent, and collaborative team player;
• Skilled in managing escalated cases within SLA/SLO frameworks;
• Experience troubleshooting medium-to-high complexity issues;
• Customer-first mindset and commitment to service excellence;
• Strong analytical and communication skills under pressure;
• Ability to explain technical issues to technical and non-technical audiences;
• Familiarity with SaaS, cloud concepts, Microsoft OS, and open-source platforms; SQL, Azure, Java, Angular, Python a plus;
• Knowledge of log analysis (Splunk), integration formats (XML, HTML, API), and tools like Postman or Grafana;
• Proficient in English; additional languages and hospitality tech exposure are a plus.

What we can offer you:

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 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 flexible working model - We want our employees to do their best work, wherever and however it 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, Equity 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.