L2 Technical Support Specialist

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s Technical Support team offers second line support to its global customer base in the hospitality industry, and has a significant influence on product defect/enhancement prioritization and operational needs.

Provide comprehensive technical support for a group of assigned products/solutions by conducting thorough analysis and testing to recover incidents, determine if system specifications are met, or if product or platform are defective. Collaborate with users, software and systems engineers, and solution documentation as necessary to assist in the analysis. Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer’s goals are achieved.

In this role you’ll:

• Maintain in-depth knowledge of a product or product family, including integrations and message flows to other products and solutions.

• Investigate and resolve escalated incidents which originated from customer inquiries.

• Investigate and resolve escalated incidents and inquiries originating from internal resources.

• Troubleshoot medium-to-high complexity issues.

• Manage resolution efforts & communications for major incidents.

• Document all incident investigation actions in an easy to understand narrative format for communication to Development and consumption by internal resources.

• Partner and consult with Development and Technical Operations teams in accordance with defined escalation procedures; determine if system specifications are met or if product or platform are defective.

• Document incident resolutions in a clear and concise manner.

• Support, coach and share knowledge with Customer Support and Technical Support teams.

• Contribute to SLO and SLA compliance.

• Participate in on-call rotation as necessary. This will vary by role and region.

• Identify technical needs (e.g., logging, monitoring, tooling), technology improvements and general areas needing improvement within the department, and recommend solutions/designs.

• Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer’s goals are achieved.

• Keep team members, management, customers and other Amadeus personnel informed of customer issues.

• Other duties as assigned.

About the ideal candidate:

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

• 3-5+ years demonstrated experience in a Level 2 Technical Support/IT Support environment or equivalent experience, with a problem-solving and quality focus.

• Hospitality industry knowledge.

• Equal amount of technical aptitude balanced with customer service experience.

• Excellent customer service, problem solving, time management and team building skills.

• Problem-solving skills.

• Strong verbal and written communication skills.

• Motivated with demonstrated ability to work in both a team environment and independently.

• Knowledge of hotel solutions and technologies is beneficial (e.g., property management, central reservation and channel management).

• Strong computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts. Familiarity with Microsoft operating system environments and open source platforms. ITIL, SQL, Azure, XML, API, HTML experience is beneficial.