Job Title
External Job Title: Product Support Engineer
Position type: Product Support Engineer
Location: San Jose, Costa Rica
Job ID: R36043
Job family: Help Desk
About Your Business Area/Department
Amadeus is growing in the Airport IT domain that represents a significant potential for diversification and company growth.
Amadeus designs, develops and delivers, in close partnership with customers, multiple applications to manage flight operations, process passengers and process baggage. Amadeus solutions enable our customers to handle efficiently ground operations with thousands of persons being synchronized through complex processes.
Summary of the role
An Support Engineer is under training, mentorship and development to grow into the position of providing shift-based technical support for Airport IT products used by global airlines and airports.
In this role you’ll
Incident Management
Provide telephonic, email and chat support to customers.
Provide support on more complex issues and/or issues escalated by junior support engineer
Log reported incidents in accordance with the incident priority definitions for the specific customer SLA.
Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged).
Investigate to determine the root cause using tools such as UnltraVNC, Kibana, log analysis etc.
Execute the required actions to recover.
Update incident management tool
Escalate high-priority incidents as per escalation processes.
Re-assign incidents determined to be outside Amadeus scope.
Alert Management
React to pro-active alerts generated by the monitoring tools within the pre-determined target times.
Investigate the root cause of the alerts.
Log an incident if the alert indicates business impact.
Identify and execute the required actions to address the alert.
Update the alert management tool with the outcome.
Follow up on unresolved alerts
Field Services (LEGS)
Receive and acknowledge field services (LEGS) incidents for on-site investigation.
Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged).
Investigate to determine the root cause using tools such as UnltraVNC, Kibana, log analysis etc.
Execute the required actions to recover.
Update incident management tool.
Perform pro-active visual observation of the supported equipment to ensure it is working as designed.
Escalate high-priority incidents.
Re-assign incidents determined to be outside Amadeus scope.
Perform scheduled maintenance.
Update the Preventative Maintenance sheets to record any issues discovered and to perform signoff.
Troubleshooting
Have the ability to look into advanced issues on self-service equipment.
Be able to look through logs to fix issues.
Have some scripting know-how to troubleshoot scripts and sometimes write them.
Knowledge of the Electrical and control equipment on our self-service equipment.
High Sev incident management
Know how to handle a P1/P2 incident by following the incident management process.
Be knowledgeable enough to provide technical information to contribute to the issue.
Stay on the technical bridge (If needed) and contribute to the resolution of the issue.
Ideal Candidate
A well-rounded candidate who is curious, uses systems reasoning under uncertainty, embraces new technologies and has demonstrable achievements across his professional career.
Education
Studying towards a Bachelors Degree (or higher) in IT, Computer Science, Mechatronics, Electrical Engineering, Networking etc
Relevant Work experience
More than 4 years of experience working Support/Infrastructure/hardware/networking roles
Have worked with deploying or supporting technologies like vSphere/ESXi, Amazon AWS or Azure
Have worked with Linux, Windows server and Desktop support
Have worked with Splunk/Kibana Dashboards and querying
Have worked developing scripts and software
Have worked with SQL databases
Have worked with hardware
What we can offer you
Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
Work from anywhere: onsite, hybrid or fully remote.
Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.
Application process
The application process takes no longer than 10 minutes!
Create your candidate profile, upload your Resume/CV and apply today!
Working at Amadeus, you will find
🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.
Skills Required
- More than 4 years experience in support/infrastructure/hardware/networking roles
- Studying towards a Bachelor's degree in IT, Computer Science, Mechatronics, Electrical Engineering, Networking or related
- Experience with vSphere/ESXi or virtualization platforms
- Experience with Amazon AWS or Microsoft Azure
- Linux administration experience
- Windows Server and desktop support experience
- Experience with Splunk and/or Kibana dashboards and querying
- Scripting experience (ability to troubleshoot and write scripts)
- Experience with SQL databases
- Hands-on hardware experience and knowledge of electrical/control equipment on self-service devices
- Experience managing high-severity incidents (P1/P2) and incident management processes
What We Do
Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want, linking them via travel agents, search engines and tour operators to airlines, airports, hotels, cars and railways. Technology has always been critical to developing global travel, increasing scale, choice and access. We have developed our technology in partnership with the travel industry for 30 years. We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, and critical systems our customers need.
