Product Support Associate Engineer

Job Title

Product Support Associate Engineer

• Job Title: Product Support Associate Engineer

Position: Permanent

• Location: Bogota, Colombia (Hybrid)

Job Summary:

• Amadeus is firmly committed to delivering world-class customer support on a global scale, ensuring that clients achieve optimal success through the effective utilization of Amadeus solutions. The Amadeus Front Line Support team plays a pivotal role in this mission by offering comprehensive assistance to an international clientele within the hospitality sector. This team significantly influences the prioritization of product defects, system enhancements, and operational requirements, thereby contributing to the continuous improvement of Amadeus offerings. 
• Front Line Support Engineers are tasked with the critical responsibility of monitoring system alerts and providing prompt technical support. In their capacity as Incident Support for Amadeus Hospitality products and solutions, these engineers are entrusted with conducting thorough incident analyses, resolving technical issues, and identifying potential product or platform deficiencies. Their responsibilities also encompass close collaboration with various engineering support groups and effective utilization of solution documentation as required to facilitate the analytical process.
• We are looking for engineers who are highly motivated, process-driven, eager to learn new products and technologies, and interested in automation activities.

In This Role You’Ll:

• Work with various Engineers to resolve production incidents, monitor production applications performance, servers, and network using a combination of monitoring tools to ensure availability.
• Be responsible for overall availability, communications and first level support for the Amadeus Hospitality production environments.
• Proactively monitor the infrastructures to maintain availability, integrity, confidentiality & performance.
• Execute management & support personnel escalations in the event of any performance degradation or production issues.
• Keep business teams updated with consistent and appropriate communications in the event of any production issues.
• Initiate incident management, triage and personnel escalation efforts for any production issues.
• Work diligently to respond to automated alerts from monitoring tools according to provided instructions. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
• Use with ability several monitoring tools like Datadog, Zabbix, Splunk, and others to be proactive and handle the Incidents effectively
• Perform periodic health checks of systems and applications. Ability to prioritize and handle multiple tasks simultaneously while working with minimal supervision is key.
• Generate documentation for processes in the team as needed. May write or revise system documentation and procedures.
• Be available to work during non-standard business hours/shifts and be willing to participate in work shift rotation for the occasional shift coverage during holidays or other (i.e., time off, vacation, sick, etc.).

About The Ideal Candidate:

• Required Skills and Knowledge
• Bachelor’s (new grads), technologist or technician degree, in related field preferred.
• 1+ years of related experience in NOC/FrontLine Operations
• Understanding of servers, Datacenter, monitoring tools and networking technologies.
• Understanding and experience with Linux and Windows Operating Systems.
• Language: English fluency is needed.
• Experience using and administering monitoring systems like Datadog, Zabbix, Prometheus, Graphana, Splunk, Solarwinds, etc.

• Excellent Communication Skills.

• Following Skills Are A Plus:

• Experience in ticketing systems like Zendesk, Jira or ServiceNow, ITIL processes and implementing NOC best practices.
• Required Skills and Knowledge
• Bachelor’s (new grads), technologist or technician degree, in related field preferred.
• 1+ years of related experience in NOC/FrontLine Operations
• Understanding of servers, Datacenter, monitoring tools and networking technologies.
• Understanding and experience with Linux and Windows Operating Systems.
• Language: English fluency is needed.
• Experience using and administering monitoring systems like Datadog, Zabbix, Prometheus, Graphana, Splunk, Solarwinds, etc.

Work Conditions:

• Must be willing to work in a 24x7x365 environment. This will include a 24/7 rotating on-call schedule.

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 Hybrid.

• 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.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity 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.