Principal Support Analyst
Company Description: ATPCO is the world's primary source for air fare content, holding over 200 million fares across 160 countries. Every day, the travel industry relies on ATPCO's technology and data solutions to help millions of travelers reach their destinations efficiently. Join us and contribute to the development of innovative applications that power global travel. ATPCO is everywhere people buy flights. We’re not just shaping the future of air travel– we’re redefining how and where great work happens. At ATPCO, we believe in flexibility, trust, and a culture where your wellbeing comes first Why Join Us? ✅ 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 ✅ Inclusive, Collaborative Culture– Be seen, heard, and valued ✅ 401(k) with Generous Employer Match– Invest in your future ✅ Comprehensive Benefits– Medical, dental, vision, & mental health ✅ Global Tuition and Gym Reimbursement– Learn and be well on us ✅ Standby Flight Program– Explore the world Our Culture: We’ve built a remote-first culture rooted in trust, transparency, and belonging. With open-door leadership, weekly 1:1s, and real-time recognition, we keep our people connected and valued—no matter where they work. Our cultural pillars of Collaboration, Empowerment, Innovation, Learning, Transparency, and Trust guide how we show up for one another and grow together. Job Description: Within the Support Analyst role, you will play a key role in maintaining the stability, performance, and efficiency of our technology environments. You will provide hands-on technical support in diverse areas—from troubleshooting desktop issues (including device management and common software applications) to monitoring and maintaining mission-critical backend systems. Whether supporting core business hours or a 24/7 schedule, you ensure continuous service availability through proactive issue resolution and effective communication. Roles and Responsibilities : Oversee ATPCO’s 24/7 operations strategy, ensuring alignment with organizational goals and industry best practices. Provide leadership during critical incidents, coordinating cross-functional teams to ensure swift resolution and minimal downtime. Mentor and coach the entire operations team, fostering growth and developing leadership skills within the team. Drive the development of long-term operational strategies, focusing on scalability, reliability, and automation. Lead efforts to optimize support workflows, improve monitoring tools, and streamline incident management processes. Collaborate with senior leadership to align operational objectives with broader business goals, focusing on risk management and operational excellence. Champion a culture of continuous improvement, identifying operational inefficiencies and implementing strategic enhancements. Serve as a key advisor in shaping ATPCO’s future operational roadmap, providing insights on emerging technologies and best practices. Lead the strategic adoption and continuous improvement of automation and orchestration practices, driving operational efficiency and effective resource utilization. Ideal Candidate Experienced leader in 24/7 IT operations and high-availability environments Strong incident management skills with the ability to lead critical issues end-to-end Strategic thinker focused on scalability, reliability, and automation Solid technical background across infrastructure, systems, and end-user support Proven ability to mentor teams and drive operational excellence Experience improving support processes, monitoring, and workflow efficiency Skilled at aligning technical operations with business goals and risk management Data-driven with a focus on performance, uptime, and continuous improvement Effective communicator who can influence stakeholders and senior leadership Passionate about automation, innovation, and proactive problem-solving Salary Range : $105,770 - 130,000 *The disclosed range estimate has not been adjusted for applicable geographic differential associated with the US location* Additional Information: At ATPCO, we are deeply committed to diversity, equity, and inclusion. Our supportive policies promote work-life balance through flexible work arrangements, and we cultivate a workplace where every employee feels valued, respected, and a true sense of belonging. We consider qualified applicants for employment without regard to race, gender, age, color, religion, national origin, citizenship status, marital status, disability, sexual orientation, protected military/veteran status, gender identity or expression, genetic information, marital status, medical condition, or any other legally protected factor All your information will be kept confidential according to EEO guidelines.