POSITION: PRODUCT DELIVERY 2nd LINE
REPORTING TO: PRODUCT DELIVERY TEAM LEAD APAC
OFFICE LOCATION: AU
JOB PURPOSE:
Are you passionate about solving complex technical problems and delivering seamless solutions that make a real impact? Join our Product Delivery team as a Second Line Technical Support Specialist, where you’ll play a vital role in ensuring the reliable delivery and operation of our corporate travel technology across the APAC region.
As a key escalation point for Operations, Client Success, and First-Line Support (when applicable), you’ll troubleshoot high-priority issues, collaborate with cross-functional teams, and support the implementation of innovative travel solutions that enhance the experience of our clients worldwide.
KEY RESPONSIBILITIES:
- Log and manage support interactions using our ticketing system to ensure clear tracking and timely resolution.
- Provide expert-level second-line technical support across our travel management software and associated platforms.
- Collaborate closely with Product, Customer Success, Finance, and Operations teams to investigate, escalate, and resolve issues efficiently.
- Assist in analysing and resolving issues within online systems and internal tools such as IQ.
- Test and validate software fixes and enhancements before rollout to ensure quality and stability.
- Diagnose complex technical issues related to system deployments, configuration, and third-party integrations.
- Drive client self-sufficiency and reduce reliance on the support team for ‘how to’ enquiries.
- Proactively identify root causes and trends in support requests to drive continuous improvement.
- Participate in planning and support for product rollouts and local market releases, helping identify potential risks and blockers.
- Escalate incidents to 3rd Level support for further investigation or site updates where required.
- Provide support and assistance to the wider organisation for demos, training and ad hoc client meetings.
- Communicate clearly with both technical and non-technical stakeholders to ensure understanding and alignment on issue resolution.
WHAT WE’RE LOOKING FOR:
- Proven experience in business travel with strong knowledge of travel industry practices and client needs.
- Hands-on experience with travel management software platforms and tools.
- Solid background in product support, including client-facing and agent-facing systems.
- Strong understanding of ticketing and issue tracking systems (e.g., JIRA)
- Experience of working with and supporting self-booking systems.
- Experience of in depth troubleshooting and use of XML / GDS server logs
- 3+ years in technical support, product delivery, or implementation roles, ideally within a corporate travel or SaaS environment.
- Highly collaborative team player who can manage a wide variety of support queries across products and platforms.
- Strong troubleshooting skills and understanding of product deployment, integration, and configuration processes
- Natural problem-solver with initiative and a methodical approach to task management.
- Ability to gather user requirements and work independently to develop practical solutions.
- High standards of integrity, transparency, and respect—you value teamwork and a supportive workplace culture.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders.
- Experience working under pressure with the ability to prioritise and manage multiple tasks in a fast-paced environment.
- Well-organised and detail-oriented with a proactive attitude.
- Knowledge of Sabre GDS is strongly preferred.
- Proficiency in MS Office tools (Word, Excel, PowerPoint).
- Strong command of written English
WHY JOIN US?:
You’ll be part of a supportive and forward-thinking team that values innovation, collaboration, and continuous improvement. This is a great opportunity to make a tangible difference in a fast-evolving industry while growing your skills in a global company that prioritises people and progress.
WORKING HOURS:
- This role will be based out of R&M’s Australian Head Office, which is based in Sydney.
- The core AU business hours (08:30 – 18:00 Monday to Friday) – 7.5 x hour working day.
