Senior Technical Product Support Expert, Hospitality Solutions

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. 

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

What you’ll be doing?

The Senior Technical Product Support Expert is a Level 3 support role, providing advanced technical assistance for Sabre’s Hospitality Solutions. This role involves resolving complex customer issues, collaborating with internal teams, and ensuring the smooth operation of support processes. The specialist will act as a key point of contact for technical escalations, guiding customers and internal staff to best practices while helping improve overall support efficiency.

This role is ideal for someone with a passion for solving complex technical problems, providing excellent customer service, and helping a team grow and succeed.

Key Responsibilities:

• Take ownership of escalated cases from Level 2 support, including urgent and high-priority customer incidents, ensuring timely resolution and preventing recurrence.
• Engage directly with customers via calls, chats, emails, or support portals to address their concerns when necessary.
• Monitor and resolve high-priority issues, ensuring they are addressed effectively and within expected timelines.
• Review and enhance internal support procedures and coach team members to adhere to best practices.
• Participate in regular meetings with product and development teams to prioritize and address software defects, focusing on strategic customer needs.
• Identify and address potential customer issues before they escalate, promoting better product health and customer satisfaction.
• Develop and expand the internal knowledge base by working with product and development teams, creating resources to assist the support team.
• Assess team training needs, provide technical guidance, and contribute to performance reviews.
• Represent the support team in meetings with executives, customers, and other stakeholders.
• Advise customers on the best use of Sabre products to maximize their value.
• Temporarily assist with monitoring support quality to ensure high standards.
• Support organizational goals by driving internal projects and initiatives.

Qualifications And Education Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical product support role.
• Strong knowledge of cloud platforms (e.g., AWS, Azure), networking (TCP/IP, DNS), and system administration (Linux, Windows).
• Proficiency in debugging tools, APIs, and scripting (e.g., Python, Bash).
• Expertise in analyzing logs, monitoring tools (e.g., Splunk, Nagios), and resolving complex software or integration issues with a focus on security and compliance.
• Familiarity with database troubleshooting (SQL), and performance optimization.

Preferred Skills:

• Understanding of Property Management Systems (PMS), Central Reservation Systems (CRS), and Channel Management.
• Technical certifications such as ITIL, CompTIA, or equivalent.
• Advanced certifications in customer support tools or related technologies.

Personal Attributes:

• Strong written and verbal communication skills with excellent interpersonal abilities.
• Demonstrates integrity, professionalism, and a high level of ethical standards.
• Analytical mindset with a passion for problem-solving.
• Detail-oriented and committed to delivering exceptional customer service.
• Self-motivated and effective in a matrixed, geographically distributed organization.

Why Sabre?

At Sabre, you'll have the opportunity to work on projects that make a real impact on the travel industry. You'll be part of a collaborative and innovative team that is dedicated to connecting people with moments that matter. Join us and help shape the future of travel.

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.