Application Support Engineer

• Provide Level 1 application support for travel, airline, and GDS-based applications
• Work with GDS systems such as Amadeus, Abacus, Galileo, Sabre, and Travelport (Very Critical)
• Monitor application health, alerts, and workgroup queues; proactively identify and respond to issues
• Log, triage, and resolve incidents and service requests within agreed SLAs using ITSM tools
• Follow Standard Operating Procedures (SOPs), scripts, handbooks, and runbooks for consistent issue handling
• Perform initial root cause analysis and escalate unresolved issues to L2/L3 teams with complete diagnostics
• Communicate clearly with customers and stakeholders, providing timely and accurate updates
• Support customer-facing travel applications used by agents and corporate clients, ensuring minimal disruption
• Identify recurring issues and trends; provide feedback to improve processes, automation, and knowledge articles
• Participate in major incident bridges, shift handovers, and daily operational reviews
• Ensure compliance with security, audit, and operational guidelines

Required Skills & Competencies

• Strong ability to multitask in a high-volume, shift-based support environment
• Good problem-solving and analytical skills with strong attention to detail
• Clear verbal and written communication skills
• Customer-centric mindset with the ability to remain calm under pressure
• Quick learner with the ability to understand front-office airline and travel applications
• Working knowledge of incident, problem, and service request management processes
• Experience participating in major incident (P1/P2) bridges
• Experience in knowledge documentation and SOP updates
• Awareness of automation and a continuous improvement mindset

• Hands-on experience with GDS systems: Amadeus, Abacus, Galileo, Sabre, Travelport
• Experience with Salesforce
• Strong understanding of the Travel / Airline / Business Travel domain
• Knowledge of booking flows, ticketing, PNRs, profiles, and online booking tools
• Bilingual proficiency: English + Spanish or French

• Business travel domain knowledge, including airline operations or travel technology platforms
• Understanding of booking flows, ticketing, PNRs, profiles, and travel content systems
• ITIL awareness or certification (preferred)

• Strong prioritization and time management skills
• Ability to work effectively in a team-oriented, collaborative environment
• Willingness to work in rotational shifts, including weekends and holidays
• Proactive attitude toward continuous improvement and learning

• 24x7 rotational shifts, including weekends and public holidays
• Fast-paced environment with high customer interaction and business-critical systems
• Strong communication and customer-handling skills are essential