Senior Product Support Analyst
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Job Description
Provide comprehensive support to customers leveraging ATPCO’s product portfolio including Retailing and Fare Management APIs. Assist customers with inquiries and resolve product issues effectively.
Responsibilities:
- Serve as a subject matter expert for ATPCO’s Retailing and Fare Management APIs, Baggage Calculator, Taxes, Fees, Charges (TFCs), and revenue accounting, diagnosing and resolving medium to highly complex issues.
- Assist customers in understanding and using ATPCO products to meet their business objectives, providing clear and concise explanations of product functionality and data.
- Solve pricing and product issues by applying analytical skills, critical thinking and industry knowledge.
- Document recurring issues and create problem records to ensure comprehensive tracking and resolution, including data recording and reporting accuracy.
- Collaborate cross-functionally with internal teams to test, troubleshoot, and resolve product-related challenges, offering insights for continuous improvement.
- Support testing efforts for new product features and enhancements, ensuring they meet customer and industry requirements.
- Follow up with partners to highlight and reinforce technical improvements in ATPCO solutions.
- Provide on-call support for urgent off-hours issues, ensuring high-quality responses to critical customer inquiries.
- Prioritize and manage tasks to meet deadlines without compromising the quality of support provided.
- Continuously learn and stay updated on ATPCO’s evolving product portfolio and industry trends to support customer needs more effectively.
- Act as a liaison between customers and internal teams, ensuring feedback from customers is shared for product improvements.
- Advocate for customers by escalating issues, providing feedback to product management, and ensuring customer pain points are addressed in product development efforts.
Requirements:
- Analytical and detail-oriented problem solver with strong knowledge of airline pricing, fare management, or distribution systems.
- Customer-focused communicator who can explain technical concepts and data clearly to both technical and non-technical audiences.
- Skilled at diagnosing and resolving complex product and data issues across APIs, baggage, taxes, and revenue accounting tools.
- Collaborative team player who works cross-functionally with Product, Engineering, and Customer teams to ensure issues are resolved and feedback drives product improvements.
- Demonstrates strong technical aptitude (APIs, data validation, testing) and the ability to prioritize tasks while maintaining high-quality customer support.
- Proactive learner who stays current on industry trends and ATPCO solutions, continuously enhancing expertise to support customer success.
Benefits:
- Remote-First Culture – Flexibility to work from home in your country of hire
- “Leave Your Way” PTO– Take the time you need, when you need it
- 401(k) with Generous Employer Match– Invest in your future
- Comprehensive Benefits– Medical, dental, vision, & mental health
- Global Tuition and Gym Reimbursement– Learn and grow on us
- Standby Flight Program– Explore the world
- Inclusive, Collaborative Culture– Be seen, heard, and valued
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