Technical Support Analyst (TravelTech)

TL;DR

Technical Support Analyst (TravelTech): Providing Level 2 technical support for corporate travel booking and servicing applications with an accent on incident resolution, SLA compliance, and cross-functional collaboration. Focus on troubleshooting complex multi-tiered applications, managing critical incidents, and bridging communication between internal customers and product development teams.

Location: Must be based in Mexico City, Mexico (Hybrid: 2-3 days in office).

Company

A global leader in business travel management dedicated to providing inclusive and collaborative environments for colleagues to drive industry impact.

What you will do

• Provide Level 2 technical support for travel booking and corporate applications.
• Manage incident resolution, prioritization, and communication for P1/P2 critical issues.
• Monitor global ticket queues to ensure SLA compliance and track performance metrics.
• Troubleshoot multi-tiered desktop and web application issues with minimal initial information.
• Collaborate with SRE, infrastructure, network, and product teams during triage sessions.
• Document resolutions in knowledge articles and communicate status updates to stakeholders.

Requirements

• Must be based in or able to commute to Mexico City, Mexico.
• Bachelor's degree in computer science, IT, or equivalent.
• 4+ years of experience in corporate travel operations with strong knowledge of booking and ticketing workflows.
• Proven experience in Level 2 technical application support within a travel technology or GDS environment.
• Hands-on experience with GDS platforms such as Sabre, Apollo, Galileo, or Amadeus.
• Proficiency in log analysis tools (Datadog, Kibana, or Grafana) and ticketing systems (ServiceNow, Salesforce).

Nice to have

• Experience with hirify.global specific applications and processes.
• Background in CRM or email management application support.

Culture & Benefits

• Flexible benefits including health insurance, retirement programs, and parental leave.
• Access to over 20,000 courses on a dedicated learning platform.
• Exclusive travel perks and discounts on flights, hotels, and car rentals.
• Inclusive culture with global INclusion Groups for networking and support.