Technical Product Support Analysts I – VIP

Sabre Level 1 Support Representative

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world's largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.

Role Summary:

As a Level 1 Support Representative, you will be the first point of contact for our global customer base, specifically focusing on Travel Agencies. You will provide high-quality technical and product support for Sabre-provided applications, Mid-Back Office Product solutions, and hardware/network configurations. This role requires a blend of technical troubleshooting, analytical thinking, and exceptional customer service.

While the responsibilities outlined above represent the core focus of the 1st level Technical Support role, this position is also an integral part of the Customer Care Support organization.

This team is made up of specialists who provide critical support to the distribution business, covering travel agencies, airlines, hotels, and car rental vendors.

Beyond technical troubleshooting, this position requires cross-functional collaboration and the ability to support above various business domains to ensure consistent, high-quality issue resolution.

Job Description:

• Serve as the first point of contact for a global customer base (Travel Agencies), providing end-to-end resolution for Sabre products and Mid-Back office solutions.
• Manage customer inquiries via Phone, Chat, Web-Case, and Call-Back within a 24/7 global shift operation
• Diagnose and resolve complex hardware, software, and network configuration issues using advanced diagnostic tools.
• Document all interactions in CRM tools (e.g., Salesforce), ensuring accurate tracking of resolutions and timely escalation of high-impact issues.
• Handle the installation and troubleshooting of Sabre-provided software and hardware requirements.
• Work alongside advanced support tiers, account managers, and development teams to meet client expectations and resolve maintenance bugs.
• Act as the lead interface between internal departments and external vendors to identify hardware and network requirements.
• Engaging in cross-functional initiatives and ad-hoc projects, such as floor walking, onsite support, or domain-specific troubleshooting as assigned by leadership to ensure operational continuity

Core Skills:

• Good functional knowledge of GDS platforms (Sabre, Galileo, or Amadeus) and general travel industry workflows.
• Experience in handling Agencies Mid-Back office functions or equivalent agency accounting knowledge
• Proficiency in remote support, Windows OS (Mac OS is a plus), and basic networking.
• Familiarity with CRM systems (Salesforce), and a basic understanding of XML, API, or SQL
• Ability to identify root causes, interpret diagnostic data, and make decisive, effective solutions.
• Proficient fluency in written and spoken English is required.
• Attention to detail and ability to multi-task & work in a team environment.

Qualifications:

• Minimum 2 years of relevant experience in technical support, help desk, or travel operations.
• Bachelor's degree required
• Diplomas in Computer Software/Hardware/Networking or knowledge is a plus.
• IATA/UFTAA standard course certification or a Diploma in Basic Accounting is a significant advantage.
• Flexible and willing to work in a 24/7 rotating shift model, including weekends and holidays.

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.