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Escalation Support Analyst

Expedia Group

Location: Chicago, Illinois

Job Type: Full time


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Escalation Support Analyst

As an Escalation Support Analyst, you will own and drive bug resolution for our partners. This includes troubleshooting and diagnosing the reported bugs, driving the bugs to resolution all while effectively communicating with partners and internal stakeholders. You will work closely with other levels of support as well as Product and Development teams. A passion for travel and technology combined with technology expertise, excellent communication skills and business acumen are critical to an Escalation Support Analyst's success.

What you’ll do:

  • Effectively troubleshoot, monitor, and analyze bugs within EPS API, Template and Travel Agency products and services

  • Provide functional or technical assistance and guidance where required

  • Efficiently communicate and collaborate with various areas and levels of the organization

  • Establish and promote bug priorities to Product and Technical teams

  • Create, maintain and publish up-to-date Escalation Support documentation

  • Identify and spearhead opportunities for process improvement

  • Frequently track and distribute Escalation Support metrics and status updates

Who you are:

  • Bachelor’s or Master's in computer science or related technical field; or equivalent related professional experience

  • Technical consultant or support experience preferred in Online TravelProficient with APIs and SQL as related to other programming languages

  • Allocate your cognitive resources to achieve thoroughness and accuracy when accomplishing tasks, no matter how small or large

  • Creatively solve challenging business/technology problems

  • Best in class oral/written communication skills. Ability to adapt communication stye to suit different audiences

  • Must be able to manage multiple tasks and projects simultaneously, prioritize 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 websites

  • Fluent in oral/written English. Other languages a plus.

  • Qualified candidates will have visited and interacted with the sites and before interviewing for this position

  • Available for up to 10% travel per year

  • Technical Support & Knowledge

  • Customer Focus

  • Problem solving

  • Solution focused

  • Product knowledge

  • Collaboration & teamwork

  • Communication

  • Organizational effectiveness

The total cash range for this position in Chicago is $77,000.00 to $107,500.00. Employees in this role have the potential to increase their pay up to $123,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is The official website to find and apply for job openings at Expedia Group is

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.