Product Support Engineer

Role Purpose

As part of Amadeus Hospitality, the Technical Support team provides Level 2 support to a global clientele in the hospitality industry. This team plays a pivotal role in incident management, product quality feedback, and operational excellence.

As a Product Support Engineer you will provide advanced technical support for designated products and solutions. You will lead incident investigations, manage escalations, and act as the key contact between technical teams and customers. Your role is central to restoring service, identifying defects, and ensuring customer satisfaction. This is a hybrid role and would require you to be in the San Jose office 50% of the time.

Key Responsibilities

• Incident Ownership: Take full ownership of escalated incidents, managing them through resolution while coordinating with both internal and external stakeholders.
• Technical Expertise: Maintain expert-level knowledge of assigned products and related integrations, including message flows and dependencies.
• Root Cause Analysis: Perform deep-dive analysis, testing, and troubleshooting of medium-to-high complexity issues, including leading technical bridge calls during critical incidents.
• Cross-Functional Collaboration: Work closely with Development, Product Management, and Technical Operations to assess whether incidents stem from system behavior, configuration, or product defects.
• Communication & Documentation: Create and maintain comprehensive, user-friendly documentation detailing incident investigations, root causes, and resolution steps.
• Customer Advocacy: Act as the voice of the customer by advocating for fixes or enhancements, influencing product and engineering teams' priorities.
• Coaching & Enablement: Share knowledge within internal teams, mentoring others to build overall support capability.
• Process Contribution: Contribute to compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Schedule Rotation: Participate in rotational schedules as needed, based on regional requirements
• Continuous Improvement: Identify gaps in monitoring, observability, or tooling, and recommend improvements to drive efficiency and effectiveness.
• Status Reporting: Keep management and stakeholders informed of incident status, resolution progress, and customer updates.
• Other duties as assigned.

Qualifications & Skills

Basic Qualifications

• Bachelor’s degree (or equivalent) in a relevant technical field.
• Demonstrated experience in troubleshooting medium-to-high complex technical issues.
• Experience in managing escalated incidents and working within SLA/SLO frameworks.
• Familiarity with SaaS, cloud computing environments, and incident management practices.
• Knowledge of or experience with IT Service Management frameworks (e.g., ITIL).
• Customer-first mindset with a strong commitment to service excellence.
• Ability to clearly articulate technical problems and solutions to both technical and non-technical stakeholders.
• Proven problem-solving and analytical thinking under pressure.
• Effective time management and prioritization abilities in dynamic environments.

Preferred Qualifications

• 3–5+ years of experience in Level 2 Technical Support or Incident Management.
• Hospitality technology exposure (e.g., PMS, CRS, Channel Management) is a strong plus.
• Scripting/querying: SQL
• Markup and integration formats: Postman
• Strong technical proficiency in:
  • Observability tools: Grafana, Thanos
  • Log analysis: Splunk
  • Markup and integration formats: XML, HTML, API,
  • Cloud platforms: Azure
• Ability to lead collaborative troubleshooting during bridge calls.
• Highly proactive, and capable of working independently or within cross-functional teams.
• Passion for continuous improvement and ability to identify operational/process inefficiencies.
• Demonstrated ability to advocate for customer needs internally and influence product direction.

The application process takes no longer than 10 minutes!
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• 🎯 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.

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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.