ATPCO · 2 days ago
Senior Product Support Analyst
United States
Full-time
Remote
Mid, Senior Level
$99K/yr - $115K/yrATPCO is the world's primary source for air fare content, holding over 200 million fares across 160 countries. As a Senior Product Support Analyst, you will provide comprehensive support to customers, leveraging your knowledge of the travel industry and ATPCO’s product portfolio, assisting with inquiries, resolving pricing and product issues, and ensuring customers fully understand and utilize ATPCO products.
Aerospace
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
Qualification
Required
Strong knowledge of the travel industry and ATPCO's product portfolio, including Retailing and Fare Management APIs
Ability to assist customers with inquiries and resolve pricing and product issues
Strong technical troubleshooting skills
Customer support skills
Ability to analyze data and ensure customers understand and utilize ATPCO products
Experience in diagnosing and resolving medium to highly complex issues
Ability to document recurring issues and create problem records
Collaboration skills to work cross-functionally with internal teams
Support testing efforts for new product features and enhancements
Ability to provide on-call support for urgent off-hours issues
Strong organizational skills to prioritize and manage tasks
Continuous learning and staying updated on ATPCO's evolving product portfolio and industry trends
Ability to act as a liaison between customers and internal teams
Advocacy for customers by escalating issues and providing feedback to product management
Preferred
Analytical and detail-oriented problem solver
Customer-focused communicator
Skilled at diagnosing and resolving complex product and data issues
Collaborative team player
Demonstrates strong technical aptitude (APIs, data validation, testing)
Proactive learner who stays current on industry trends and ATPCO solutions
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
Company
ATPCO
ATPCO is collection and distribution of fare and fare-related data for the airline and travel industry.
Founded in 1965
201-500 employees
H1B Sponsorship
ATPCO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (14)
2023 (12)
2022 (35)
2021 (19)
2020 (22)
Funding
Current Stage
Growth StageLeadership Team
William Andres
PRESIDENT & CEO Retired
Vince Palmiere, MBA, CPA
CFO
Recent News
phocuswire.com
2025-03-21
Company data provided by crunchbase