Technical Support Analyst (BSA) - Travel Technology

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

What You'll Do

This is a 24/7 operational role that offers necessary training and mentorship to develop your technical support capabilities

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

Operational Excellence, Compliance and flexibility

• 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 We're Looking For

Education & Experience

• Must have bachelor’s degree. Bachelor's 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 rotational shifts with 2 ~ 3 days in office

Location

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 20,000 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 don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!