Senior Product Support Analyst

ATPCO•Herndon, VA

1d•Remote

About The Position

As a Senior Product Support Analyst at ATPCO, you will provide comprehensive support to customers, leveraging your knowledge of the travel industry and ATPCO’s product portfolio, including Retailing and Fare Management APIs within the Core Product Support, Retailing & API Support. Your role is to assist customers with inquiries, resolve pricing and product issues, and offer solutions that meet their business needs. You will play a critical role in troubleshooting, analyzing data, and ensuring customers fully understand and utilize ATPCO products. The position requires a blend of strong technical troubleshooting, customer support skills, and industry knowledge.

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

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