Product Support Analyst - 2nd Line

Product Support Analyst - 2nd Line Location: London (Hybrid Working Model) Type: Full-Time | Monday to Friday, 7.5-hour working day between 08:30 – 18:00 Overview: We are looking for a technically savvy and solutions-focused 2nd Line Product Support Analyst to join our dynamic product support team. In this role, you’ll provide escalated technical support for a suite of internal and client-facing products, including third-party tools. You’ll work closely with Operations, Client Success, and Development teams to ensure efficient problem resolution and high-quality service delivery. Key Responsibilities: Provide 2nd line technical support for proprietary and third-party products (e.g., booking platforms, portals, protection tools, and GDS systems). Manage end-to-end incident resolution—from front-end issues to back-end system configuration and technical diagnostics. Log and escalate issues as necessary, ensuring regular review and resolution follow-up. Promote self-sufficiency by enabling users to resolve ‘how to’ queries independently. Maintain detailed support tickets using helpdesk software to identify trends and drive improvements. Escalate complex issues to 3rd level support or external vendors where applicable. Support demos, training sessions, and occasional client meetings. Skills & Experience Required: Proven experience in a similar support role, particularly within travel technology or booking systems. Strong troubleshooting skills with experience in XML and server log analysis. Familiarity with GDS systems, especially Sabre; knowledge of Amadeus and Cytric is a plus. Excellent communication and customer service skills, with the ability to simplify complex information. Proactive, methodical, and inquisitive approach to problem-solving. Team-oriented mindset with a willingness to support a variety of users and products. High level of integrity, with a commitment to collaboration and continuous improvement. Proficiency in MS Office (Word, Excel, PowerPoint). Fluency in English; additional languages are a plus. What We Offer: Opportunity to work with a forward-thinking and collaborative tech team. Involvement in a broad range of travel and booking platforms. Hybrid working from our London head office. A culture built on mutual respect, continuous learning, and innovation. Sound good? APPLY NOW!