Job Title: Technical Support Analyst

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 integral 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.

Key responsibilities

Investigate and resolve incidents escalated to the Level2 team originating from customer inquiries

Investigate and resolve incidents escalated to the Level2 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 Level2 Support

Create clear and concise documentation of resolutions

Empower, coach, and share knowledge 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 and communications

Ideal candidate

Tertiary qualifications (or equivalent) in a relevant discipline from a college or university





Minimum 3–5 years demonstrated experience in a Level2 Technical Support/IT environment or equivalent experience, problem‑solving, and quality focus

Hospitality industry knowledge

Equal amount of technical aptitude balanced with customer service experience

Strong customer service, problem‑solving, time‑management, and team‑building skills are essential

Analytical thinking

Strong verbal and written communication skills

Highly motivated with demonstrated ability to work in both a team environment and independently

What we can offer you A complete rewards offer – attractive remuneration packages covering all essential components of a competitive reward offer 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

Hybrid working model – we want our employees to do their best work, however the hybrid model works best for them

Diverse and inclusive community – we are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization

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 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.

📌 Technical Support Analyst (Madrid)
🏢 1191 Amadeus Hospitality Europe, S.L.U.
📍 Madrid