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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** Amadeus - **Location:** Madrid, Spain - **Contract:** Permanent contract - **Skills:** Amadeus CRS, Working Model 2D - **Published:** August 5, 2026 - **Apply:** https://www.buscojobs.com.es/technical-support-analyst-en-madrid-ID-365542363 ## About the Role Tertiary qualifications (or equivalent) in a relevant discipline from a college or university Minimum 3?5 years demonstrated experience in a Level 2 Technical Support/IT environment or equivalent experience, problem solving, and quality focus Hospitality industry knowledge Equal amount of technical aptitude balanced with customer service experience Strong customer service, problem solving, time management and team building skills are essential Analytical thinking Strong verbal and written communication skills Highly motivated with demonstrated ability to work in both a team environment and independently ## Description Summary of the RoleAmadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions and maintaining the highest level of customer satisfaction.Amadeus Hospitality's Technical Support team offers second line support to its global customer base in the hospitality industry and has a strong influence on product defect/enhancement prioritization and operational needs.The purpose of this role is to provide technical support for a group of assigned products/solutions.Job TitleTechnical Support AnalystKey ResponsibilitiesInvestigate and resolve incidents escalated to the Level 2 team which originated from customer inquiriesInvestigate and resolve incidents escalated to the Level 2 team originating from internal resourcesDocument all customer-related issues in an easy to understand narrative format for communication to Development and consumption of internal resourcesTroubleshoot the most complex customer issues escalated to Level 2 SupportCreate clear and concise documentation of resolutionsEmpower, coach and knowledge share with Customer Support and Technical Support teamsMaintain knowledge of existing SLA and SLO metrics and contribute to their complianceEscalate unresolved issues to Amadeus R&D or Operations teams in accordance with support escalation proceduresParticipate in on?call rotation as necessary; this will vary by role and regionAssist in identifying technical needs, technology improvements and general areas needing improvement within the departmentAdvocate for and help prioritize product defects/enhancements with the Product and R&D teamsKeep Team Members, Management, customers and Amadeus personnel informed of customer issuesPlay a leadership role representing customers and the Support organization in Major incident management & communicationsAbout Ideal CandidateTertiary qualifications (or equivalent) in a relevant discipline from a college or universityMinimum 3?5 years demonstrated experience in a Level 2 Technical Support/IT environment or equivalent experience, problem solving, and quality focusHospitality industry knowledgeEqual amount of technical aptitude balanced with customer service experienceStrong customer service, problem solving, time management and team building skills are essentialAnalytical thinkingStrong verbal and written communication skillsHighly motivated with demonstrated ability to work in both a team environment and independentlyWhat We Can Offer YouA complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offerA truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and cultureGreat opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on?the?job training, formal learning activities, and day?to?day interactions with colleaguesA caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life.We care about our employees and strive to provide a supportive work environmentA hybrid working model - We want our employees to do their best work, however the hybrid model works best for themA diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organizationA reliable company - Trust and reliability are fundamental values that drive our actions and shape long?lasting relationships with our customers, partners, and employeesA critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purposeDiversity & InclusionAmadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.Amadeus is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.#J-*****-Ljbffr ## Related Videos - [Database Magic behind 40 Million operations/s](https://www.wearedevelopers.com/videos/748-database-magic-behind-40-million-operations-s) - [Machine Learning for Software Developers (and Knitters)](https://www.wearedevelopers.com/videos/154-machine-learning-for-software-developers-and-knitters) - [The Neuro-Architecture of Productivity: How Work Environments Impact Cognitive Performance](https://www.wearedevelopers.com/videos/1122-the-neuro-architecture-of-productivity-how-work-environments-impact-cognitive-performance) - [Fireside Chat with Kris Rasmussen, CTO at Figma](https://www.wearedevelopers.com/videos/982-fireside-chat-with-kris-rasmussen-cto-at-figma) ## Related Articles - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Data Analyst Salary Austria](https://www.wearedevelopers.com/magazine/275-data-analyst-salary-austria) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [How to Find Tech Jobs in Amsterdam](https://www.wearedevelopers.com/magazine/279-how-to-find-tech-jobs-in-amsterdam) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)