Technical Support Analyst
American Express Global Business Travel • Mexico City, Mexico
Role Description
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.
This is a 24/7 operational Hybrid role with 2 to 3 days in the office that offers necessary training and mentorship to develop your technical support capabilities
**What You'll Do:**
**Technical Problem-Solving**
+ Provide Level 2 technical support for Amex GBT travel booking, Travel Counselor servicing, and corporate applications
+ Manage incident, case, and request resolution with timely acknowledgment, prioritization, communication, and escalation
+ Respond to critical incidents (P1/P2) within defined SLAs
+ Participate in incident bridges, triage, and service disruption communications
+ Monitor global ticket queues for SLA compliance and metrics tracking
+ Troubl...
This is a 24/7 operational Hybrid role with 2 to 3 days in the office that offers necessary training and mentorship to develop your technical support capabilities
**What You'll Do:**
**Technical Problem-Solving**
+ Provide Level 2 technical support for Amex GBT travel booking, Travel Counselor servicing, and corporate applications
+ Manage incident, case, and request resolution with timely acknowledgment, prioritization, communication, and escalation
+ Respond to critical incidents (P1/P2) within defined SLAs
+ Participate in incident bridges, triage, and service disruption communications
+ Monitor global ticket queues for SLA compliance and metrics tracking
+ Troubl...