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Problem Support Analyst

United States - Illinois - Chicago


Job Description:

Do you love to solve puzzles? Do you get comfort from a meticulous organization?

As a Problem Support Analyst, you will own and drive bug resolution for our partners. You will diagnose details regarding reported bugs, identify which bugs are most important to address in order of priority, and communicate with partners and internal team members to improve our services.

In this role, you will act as a liaison between our partners, front-line support staff and our development teams to find reasonable solutions for issues that have been brought to our attention. You will report into the EPS Technology organization. A real passion for travel and technology combined with technology expertise, superb communication skills and intuition for business are critical to an Analyst's success in our team. You operate with a truly customer-focused mindset and have are dedicated to solving problems. This is a collaborative position across the team and with your internal & external partners.


  • You effectively investigate, monitor, and analyze bugs within EAN API products and services.
  • You provide functional or technical assistance and mentorship where required.
  • You communicate effectively and collaborate with various areas and levels of the organization.
  • You establish and promote bug priorities to Product teams.
  • You build, maintain and publish up-to-date Problem Support documentation.
  • You identify and remediate opportunities for process improvement.
  • You track and distribute problem support metrics and status updates on a regular basis.

Required Experience and Qualifications:

  • Proficient with APIs and SQL as related to other programming languages.
  • Capable of delivering high quality and workable solutions for technical issues.
  • Ability to communicate technical specifications and perform investigations without supervision.
  • Ability to creatively solve challenging business/technology problems.
  • Excellent oral/written communication skills.
  • Aptness to handle various tasks and projects simultaneously, manage workload effectively, and thrive in a dynamic and complex environment.
  • Familiarity with web-based and mobile based product development and understanding of typical technology architecture for high-volume web sites.
  • You are fluent in oral/written English. Other languages are a plus.
  • You will have visited and interacted with the following sites before interviewing for this position:;;
  • Available for up to 30% travel per year.

Preferred Experience and Education Guidelines:

  • Bachelor's degree is preferred (Science Degree in Computer Science or related experience).
  • Technical consultant, call center or program management experience preferred in the online travel industry.
  • Experience specifically using Zendesk incident management tool is preferred.

Why Join Us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying for engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.


Job Category
Information Technology Group

Job Function

United States - Illinois - Chicago

Job Type
Full-Time Regular

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