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 general 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.
Job Title
Technical Support Analyst
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 issues 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 f

📌 Technical Support Analyst (España)
🏢 Amadeus
📍 España