Senior Technical Support Specialist

hace 1 mes


Guadalajara, Jalisco, México Travelport A tiempo completo
Join Our Team as a Senior Tech Support Specialist

We are seeking a highly skilled and motivated Senior Tech Support Specialist to join our team at Travelport. As a key member of our support team, you will play a critical role in ensuring the smooth operation of our systems and providing exceptional support to our customers.

Key Responsibilities:

  • Interact with level 1 and 2 support teams to resolve customer issues
  • Reproduce, troubleshoot, and analyze issues using tools like Splunk
  • Create monitoring test cases using Splunk
  • Provide recommendations for improvements based on reported issues
  • Maintain troubleshooting guides and other support-related documentation
  • Attend to troubleshooting calls with customers if needed
  • Perform programming and debugging duties to develop queries/reports of varying complexity
  • Escalate issues to other teams as needed
  • Keep up-to-date status of issues received and prioritized
  • Participate in testing activities and validation

Requirements:

  • Education: HNC/Degree level in Computer Science, Engineering, Maths, or a numerate discipline or equivalent work experience
  • Experience in Web Services technologies: RESTful APIs, XML, SOAP, and Postman
  • Familiarity with Product development and release cycles
  • Exposure to Agile methodologies (Scrum, Kanban, SAFe) and DevOps culture/practices
  • Experience with Jira for Requirements/Story management and work management tools
  • Experience in the Travel industry and knowledge of Galileo and/or Apollo GDS
  • Experience in Splunk Observability
  • Superb interpersonal, written, and verbal communication skills
  • Ability to work as part of a cross-cultural team and support multiple locations when necessary
  • Proactive 'can-do' attitude, taking the initiative and coming up with small improvements or big new ideas

What We Offer:

We are committed to building a culture of inclusivity and diversity, and we are looking for individuals who share our values and are passionate about delivering high-quality work. If you are a motivated and enthusiastic individual who is excited about the opportunity to join our team, we would love to hear from you.



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