Amadeus

6 days ago

Product Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Provide shift-based technical support for Airport IT products used by global airlines and airports. Handle incidents via phone, email, and chat; triage, investigate root causes, and execute recovery steps in line with customer SLAs. Manage proactive alerts and field services (LEGS) incidents, including log analysis and escalation. Support troubleshooting on self-service equipment, including maintenance activities and technical bridge collaboration when needed.

Location: San Jose

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Provide telephonic, email, and chat support to customers, including resolving more complex or escalated issues.
•Log, triage, and investigate incidents to determine root cause using monitoring tools, UnltraVNC, Kibana, and log analysis; execute recovery actions and update incident tools.
•React to proactive alerts within target times, investigate root cause, log incidents when there is business impact, and update alert management tools.
•Receive, triage, and investigate LEGS field services incidents for on-site investigation; perform scheduled maintenance and record preventative maintenance findings.
•Troubleshoot advanced issues on self-service equipment, use logs to fix issues, and contribute technical information/resolution on the technical bridge when needed.

Pay and Benefits

Perks:Health InsurancePaid LeaveLearning BudgetRemote WorkAnnual Bonus

Key Requirements

•Pursuing a Bachelor’s degree or higher in IT, Computer Science, Mechatronics, Electrical Engineering, Networking, or related fields.
•More than 4 years of experience in Support/Infrastructure/hardware/networking roles.
•Experience deploying or supporting vSphere/ESXi and AWS or Azure.
•Hands-on support experience with Linux, Windows server, and desktop support.
•Ability to work with Splunk/Kibana dashboards, SQL databases, and developing scripts/software; knowledge of hardware and control equipment on self-service equipment.

Experience:4+ yearsSupportInfrastructureHardwareNetworking

Education:Bachelor's in IT, Computer Science, Mechatronics, Electrical Engineering, Networking

Skills:Systems reasoningCustomer supportTroubleshootingTechnical analysisEscalation management

Tech Stack:UnltraVNCKibanaNextGen monitoring toolsVSphereESXiAmazon AWSAzureLinuxWindowsSplunkSQLLEGS

Company Brief

Amadeus

Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Madrid, Spain

Founded: 1987

Website LinkedIn

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Amadeus

6 days ago

Product Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: San Jose

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Provide telephonic, email, and chat support to customers, including resolving more complex or escalated issues.
•Log, triage, and investigate incidents to determine root cause using monitoring tools, UnltraVNC, Kibana, and log analysis; execute recovery actions and update incident tools.
•React to proactive alerts within target times, investigate root cause, log incidents when there is business impact, and update alert management tools.
•Receive, triage, and investigate LEGS field services incidents for on-site investigation; perform scheduled maintenance and record preventative maintenance findings.
•Troubleshoot advanced issues on self-service equipment, use logs to fix issues, and contribute technical information/resolution on the technical bridge when needed.

Pay and Benefits

Perks:Health InsurancePaid LeaveLearning BudgetRemote WorkAnnual Bonus

Key Requirements

•Pursuing a Bachelor’s degree or higher in IT, Computer Science, Mechatronics, Electrical Engineering, Networking, or related fields.
•More than 4 years of experience in Support/Infrastructure/hardware/networking roles.
•Experience deploying or supporting vSphere/ESXi and AWS or Azure.
•Hands-on support experience with Linux, Windows server, and desktop support.
•Ability to work with Splunk/Kibana dashboards, SQL databases, and developing scripts/software; knowledge of hardware and control equipment on self-service equipment.

Experience:4+ yearsSupportInfrastructureHardwareNetworking

Education:Bachelor's in IT, Computer Science, Mechatronics, Electrical Engineering, Networking

Skills:Systems reasoningCustomer supportTroubleshootingTechnical analysisEscalation management

Tech Stack:UnltraVNCKibanaNextGen monitoring toolsVSphereESXiAmazon AWSAzureLinuxWindowsSplunkSQLLEGS

Company Brief

Amadeus

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Madrid, Spain

Founded: 1987

Website LinkedIn