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:

Provide advanced technical support across assigned products, performing root‑cause analysis, testing, and incident recovery;
Own and troubleshoot medium‑to‑high complexity issues, meeting SLO/SLA targets and managing major‑incident comms;
Maintain deep product knowledge, including integrations and message flows; consult teams and documentation as needed;
Recommend fixes and enhancements, advocate prioritization with Product/Development, and document investigations and resolutions clearly for customers and internal use;
Share knowledge (coaching, KB articles) and support SLO/SLA compliance; participate in on‑call rotations as required;
Identify tooling/monitoring needs and improvement opportunities; keep stakeholders informed on customer issues.

About the ideal candidate:

University Degree and/or equivalent work experience;
3-5+ years demonstrated experience in a Level 2 Technical Support/IT Support environment or equivalent experience;
Previous Hospitality industry knowledge;
Equal amount of technical aptitude balanced with customer service experience;
Working knowledge and experience in Unix, SQL, API troubleshooting, Java, and logging tools such as Splunk;
Strong customer service, problem solving, time management and team building skills;
High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts. Familiarity with Azure, XML, HTML, React, Javascript experience a plus;
Proficient in English with additional language requirements based on geographic region.

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.

#LI-EMEA

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.