Senior Tech Support Specialist

Job Description

SENIOR TECHNICAL ANALYST | Point of Sale Application Support| Global Customer Operations & Support | Philippines/Romania

Travel obsessed? Big tech fan? Hey, you’re in good company. If you want to be part of the industry that makes the world go round, then look no further.

How you’ll make an impact:

As a Senior Technical Analyst within the Point of Sale – Application Support team, you will play a critical role in ensuring the reliability and performance of Travelport’s Smartpoint and NDC product offerings used by customers and partners around the world. You will act as a hands-on technical expert, applying deep knowledge of Travelport products, integration patterns, and troubleshooting tools to investigate, diagnose, and resolve complex technical issues. Through detailed analysis of logs, payloads, schemas, and transaction flows, you will identify root causes, reproduce customer-reported defects, and drive permanent corrective actions.

You will collaborate closely with Global Helpdesks, Development, Product, and Account Management teams to deliver swift, high-quality resolutions and transparent communication throughout the escalation process. Your technical mastery and analytical precision will not only resolve immediate challenges but also drive product improvements that reduce support overhead and enhance the customer experience. By combining strong problem-solving skills with a customer-first mindset, you will help strengthen Travelport’s reputation for excellence and reliability across its global product ecosystem.

Your role in action:

• Act as the functional and technical subject matter expert for Travelport’s Smartpoint and NDC products, ensuring effective product support, customer satisfaction, and continuous improvement.
• Provide end-to-end, customer-facing technical support, performing advanced troubleshooting, root-cause analysis, and resolution of complex software, integration, and environment-related issues.
• Recreate customer environments and conduct controlled testing to reproduce defects, validate fixes, and contribute to QA and testing activities.
• Leverage deep technical and functional expertise to enhance customer-facing documentation and recommend product or process improvements that reduce support effort and improve customer experience.
• Contribute to weekly defect triage sessions with Product and Development teams, presenting customer impact, prioritizing workflow, and driving alignment on high-impact issues.
• Conduct detailed investigations into ‘grey-area’ or ambiguous problems, applying analytical skills and domain knowledge to resolve issues effectively.
• Develop and maintain proficiency across all applications within the Point-of-Sale Application Support remit to ensure seamless global coverage.
• Serve as a customer advocate, identifying product design gaps or limitations and ensuring clear communication and follow-through with internal and external stakeholders.
  
  
  

• 3+ years’ experience in support, technical integration, or developer-facing roles, within travel technology, GDS, or SaaS environments.
• Strong understanding of GDS systems (Amadeus, Sabre, Travelport).
• End to end customer facing support involving the identification, research and resolution of software and/or network/environment related problems associated with Travelport Point-of-Sale products, as well as Corporate Booking Tools, often in unique or non-standard customer environments.
• Hands-on experience using Development testing tools and solid working knowledge Travelport Smartpoint and NDC troubleshooting and diagnostics.
• General working knowledge of Travelport Application products such as Viewtrip, Hotel Retail, TBF – Travelport Booking Feed.
• Demonstrated problem-solving and analytical skills, with the ability to connect technical root causes to customer and business impact.
• Excellent communication and stakeholder management skills, with confidence engaging both technical and non-technical audiences.
• Proficient in usage of Travelport approved AI applications, and the ability to apply it to every day support needs.
• Experience with incident and escalation management using platforms such as Jira or ServiceNow, and exposure to monitoring tools (Datadog, Splunk, Fullstory) preferred.
• Proven track record supporting developer or partner integrations in a B2B environment.
• Working knowledge of travel booking flows (air, hotel, car, ancillaries) is mandatory.