Product Support Analyst - Travel Technology

Product Support Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Position Overview
American Express Global Business Travel (Amex GBT) is seeking a dedicated and customer-focused Product Support Analyst to join our Global Service Solutions team in Manila. In this role, you will provide second-level technical support for our travel technology products, ensuring our clients receive world-class service and seamless travel program management. This is a 24/7 operational role that offers necessary training and mentorship to develop your technical support capabilities.

About American Express Global Business Travel
Amex GBT equips companies of all sizes with the insights, tools, services, and expertise they need to optimize their travel programs and empower their travelers. We're committed to fostering a culture of belonging where diverse perspectives are valued, and every team member is empowered to achieve their full potential.
For more information, visit: https://www.amexglobalbusinesstravel.com/about-us/

Key Responsibilities
Core Responsibility 1: Case Management & Technical Support

• Provide second-level product support for OBT (Online Booking Tool) and EA (Expert Auditor)
• Perform thorough issue triage, troubleshooting, and resolution ownership ensuring complete case research before escalation
• Test product functionality and new releases to identify potential shortfalls before client deployment
• Maintain SLA compliance for all problem resolutions
• Communicate proactively with clients regarding outages, enhancements, and resolutions
• Escalate complex issues to next level support, internal partners, or technology vendors as appropriate
• Provide subject matter expertise on travel industry practices and underlying technologies
• Alert management to potential problem areas that may impact Amex GBT or vendor credibility
• Deliver status reports on progress and accomplishments as directed

Core Responsibility 2: Product Support Documentation

• Create, update, and maintain product FAQs, instruction manuals, and user guides
• Develop customized documentation versions as needed for different client offerings
• Collaborate with Vendor Product Support and Product Managers to ensure all documentation remains current and accurate
• Maintain comprehensive test plans and support materials

Core Responsibility 3: Cross-Functional Collaboration

• Partner with Product Managers, Support Teams, and Client Management to define and document requirements
• Communicate requirements and solutions across internal teams
• Serve as a liaison between clients, vendors, and internal stakeholders
• Resolve or appropriately escalate challenges to maintain client satisfaction

Required Qualifications
Experience:

• Minimum 5 years in the travel industry with extensive experience in business/corporate travel operational reservation workflows
• Minimum 3 years of hands-on GDS (Global Distribution System) experience with platforms such as Sabre, Apollo, Galileo, or Amadeus
• Proven background in client servicing and support roles
• Experience with online booking tools (e.g., NEO, Concur, GetThere) and travel technology solutions
• Familiarity with profile management, mid-office, and back-office applications

Technical Skills:

• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Strong understanding of web-based technologies and ability to communicate with both technical and non-technical audiences
• Experience in product testing and quality assurance
• Understanding of global travel solutions and industry technologies

Professional Competencies:

• Excellent business writing skills with ability to create clear, concise documentation
• Strong prioritization and time management capabilities
• Proven decision-making ability and problem-solving skills
• Flexibility and motivation to support both internal and external clients
• Ability to work effectively with global teams across multiple time zones
• Willingness to work shifts as required in a 24/7 operational environment

Position Details

• Location: Manila, Philippines
• Reports To: Team Leader
• Work Environment: 24/7 operational shifts (flexibility required)

What We Offer

• Training and mentorship to develop your travel industry expertise
• Opportunity to work with a global team at the world's largest software and services company
• Career growth within a diverse, inclusive, and collaborative organization
• Access to cutting-edge travel technology and industry insights
• A culture where your voice is valued and your potential is recognized

How to Apply
If you are passionate about travel, motivated to help others, and eager to develop your technical support expertise, we'd love to hear from you! Please submit your resume and a brief cover letter highlighting your relevant travel industry and technical support experience.

     

Location

Gurgaon, India

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

Experience Level

Mid Level