Technical Support Analyst

Technical Support Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The Technical Support Analyst is a 24/7 remote operational role that offers necessary training and mentorship to develop your technical support capabilities.

What You'll Do:

• Provide Level 2 application support for Travel Counselor tools, travel booking, servicing, and Corporate applications
• Manage incident and request resolution through timely acknowledgment, prioritization, communication, and escalation
• Respond to critical incidents (P1/P2) within SLA; participate in incident bridges, issue triage, and deliver timely outage communications
• Monitor global ticket queues to ensure SLA compliance
• Assess issue severity rapidly and troubleshoot application and configuration issues end-to-end
• Drive root cause analysis and problem management to prevent recurrence and reduce demand
• Maintain proactive communication with key stakeholders on issue status and resolution timelines
• Report production impacts to leadership and ensure high-impact issues reach product development teams quickly
• Engage with Major Incident Management, Site Reliability Engineering, infrastructure, network, and global product and engineering teams
• Participate in triage sessions and oversee information flow from internal customers to development teams
• Create and maintain knowledge articles documenting issues and resolutions for team reference
• Collaborate across regions to share knowledge and upskill colleagues
• Support product transitions to 24x7 business-as-usual status
• Ensure adherence to GBT policies, procedures, and incident management compliance

What We're Looking For:

• Bachelor's degree in computer science, Information Technology, engineering or equivalent experience
• 4+ years in technical application support within business/corporate travel, with experience in travel operational reservation workflows, preferably at a TMC or travel technology organization
• Hands-on knowledge of at least one GDS (Sabre, Amadeus, or Travelport) and familiarity with profile management, mid-office, back-office, and web-based and desktop applications
• Experienced with ticketing and incident management platforms (Freshservice, ServiceNow, Salesforce) and proficient in MS Office
• Working knowledge of XML, APIs, web services, .NET Framework, Windows OS, networking, and VPN; experienced with log analysis tools including Datadog, Nexthink, Kibana, Grafana, and SOAP UI
• Strong problem-solver with sound decision-making skills and the composure to manage multiple priorities end-to-end
• Excellent written and verbal communication skills with the ability to create clear, concise documentation and collaborate effectively across global teams
• Work Model: Virtual with 24x7 rotational shifts

Location

Mexico City, Mexico

Click here to learn more about the benefits we offer in Mexico.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

A ll applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for!