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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This is a 24/7 operational Hybrid role with 2 to 3 days in the office that offers necessary training and mentorship to develop your technical support capabilities

What Youll Do:

Technical Problem-Solving

• Provide Level 2 technical support for Amex GBT travel booking Travel Counselor servicing and corporate applications
• Manage incident case and request resolution with timely acknowledgment prioritization communication and escalation
• Respond to critical incidents (P1/P2) within defined SLAs
• Participate in incident bridges triage and service disruption communications
• Monitor global ticket queues for SLA compliance and metrics tracking
• Troubleshoot application issues and configuration problems with minimal initial information
• Conduct root cause analysis and problem management to prevent recurrence
• Document issues and resolutions in knowledge articles for team reference

Stakeholder Engagement & Escalation

• Communicate issue status and resolution timelines to stakeholders
• Report production impacts to leadership
• Bridge internal customers and product development teams to ensure high-impact issues are addressed with speed
• Collaborate with incident management SRE (Site Reliability Engineering) infrastructure network and product teams in triage sessions
• Participate in product transitions to support operations
• Collaborate across regions to share knowledge and upskill colleagues
• Ensure adherence to Amex GBT policies procedures and processes
• Work flexibly across 24x7 rotational shifts

What Were Looking For:

• Must have bachelors degree. Bachelors degree in computer science IT or equivalent.
• 4 years of experience in corporate travel operations with a strong grasp of booking ticketing and reservation workflows
• Proven Level 2 technical application support experience ideally within a business travel GDS or travel technology company or similar.
• Experience with AMEXGBT applications and processes is a plus

Technical Expertise

• Hands-on experience with GDS platforms (Sabre Apollo Galileo or Amadeus) and business/corporate travel operations and booking/ticketing workflows.
• Understanding of front-end mid-office and back-office applications and how they interact with the GDS system
• Hands-on experience of troubleshooting multi-tiered desktop/web applications
• Hands-on experience with at least one log analysis tools such as Datadog Kibana or Grafana.
• Experience with Amex GBT front-end mid-office and back-office applications is a strong plus
• Hands-on experience with networking fundamentals and VPN connections to troubleshoot application-related connectivity issues

Tools & Systems

• Hands-on experience with at least one ticketing system (Freshservice ServiceNow or Salesforce)
• Salesforce and CRM/Email management application support experience is a plus
• Proficiency with MS Office suite (Outlook Word Excel)
• SharePoint and robotics (Compleat) experience is a plus

Professional Competencies

• Strong problem-solving skills with attention to detail; leverage data to drive solutions
• Communicate effectively in writing and verbally with technical and non-technical audiences across virtual global teams
• Balance multiple issues simultaneously in fast-paced environments while meeting objectives
• Take ownership with accountability and discipline; manage time effectively and stay composed under pressure
• Self-starter and adaptable learner who thrives with minimal guidance in changing environments
• Customer and client-focused approach with commitment to end-to-end resolution

Certifications & Flexibility

• ITIL Nexthink Salesforce certification is a plus
• Flexibility to work 24x7 Hybrid with rotational shifts with 2 to 3 days in the office

Location

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 20000 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!

All 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 dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!