Senior Technical Product Support Expert, Hospitality Solutions

Company
Sabre
Job Location
Singapore, Asia Pacific
Job Role
Corporate
Contract Type
Full-Time
Salary
Posted Date
2025-02-09
Job Expiry Date
2025-03-11
Qualification
Bachelor’s Degree

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.


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