Product Support Engineer

External Job Title: Technical Support Senior Analyst 

Position type: Product Support Engineer

Location: San José

Job ID: R38045

Job family: Help Desk

About Your Business Area/Department

The ACRS Level 2 Support team is part of Amadeus Hospitality and provides advanced technical support for the Advanced Central Reservation System (ACRS), a cloud-based platform that powers hotel reservations, rates, inventory, distribution, and related integrations across the hospitality ecosystem.

The team works closely with Product Management, Engineering, Technical Operations, and customer-facing teams to investigate and resolve complex technical incidents, identify product defects, and support the stability, reliability, and continuous improvement of the ACRS platform used by leading hotel brands worldwide.

Summary of the role

The L2 Incident Management Specialist provides advanced technical support for the ACRS platform by investigating complex incidents, troubleshooting system behavior, managing technical escalations, and driving issues through resolution. The role serves as a key liaison between customers, Product Management, Engineering, and Operations teams while helping ensure platform stability, service quality, and customer satisfaction.

In this role you’ll

• Own and manage escalated incidents impacting the ACRS platform from initial investigation through resolution.
• Troubleshoot complex issues involving reservations, inventory, pricing, distribution, and system integrations by analyzing logs, APIs, message flows, and application behavior.
• Partner with Product Management, Engineering, Technical Operations, and customer-facing teams to assess impact, determine root causes, and restore service.
• Coordinate technical response activities during critical incidents, including leading bridge calls and communicating progress to stakeholders.
• Document investigations, findings, workarounds, and resolution steps to improve operational knowledge and team effectiveness.
• Identify recurring issues, product defects, and opportunities for operational improvements.
• Contribute to the enhancement of monitoring, observability, tooling, and support processes.
• Advocate for customer needs while supporting product quality and platform reliability.
• Participate in rotational coverage schedules to support regional business requirements.

About the ideal candidate

• The ideal candidate has 3-5+ years of experience in Level 2 Technical Support, Incident Management, Technical Operations, or a similar technical support role supporting complex SaaS or enterprise applications.
• A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent professional experience, is preferred.
• The candidate possesses experience troubleshooting complex technical issues involving cloud applications, distributed systems, APIs, integrations, and data flows. Strong analytical thinking, problem-solving capabilities, and the ability to collaborate across multiple teams are essential.
• The ideal candidate is customer-focused, proactive, and comfortable operating in fast-paced environments while managing multiple priorities and taking ownership of critical issues through resolution.
• Knowledge of ITIL practices, incident management processes, and service delivery frameworks is highly desirable.
• Experience supporting enterprise reservation, distribution, inventory, pricing, or integration platforms is considered a strong advantage. Candidates with backgrounds in hospitality technology, travel, airlines, e-commerce, online marketplaces, financial transaction processing, or other business-critical SaaS environments will be well positioned to succeed in the role.
• Exposure to hospitality technologies, including Central Reservation Systems (CRS), Property Management Systems (PMS), Channel Management platforms, and hotel distribution ecosystems, is beneficial but not required. Equivalent experience supporting complex transaction-processing platforms and integration-heavy environments will also be considered.

Preferred technical skills include

• Splunk
• Grafana and Thanos
• Azure
• APIs and Web Services
• XML and HTML
• SQL
• Postman

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.

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.

Application process

• The application process takes no longer than 10 minutes!
• Create your candidate profile, upload your Resume/CV and apply today!

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 and committed to an accessible recruitment process. 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.