Product Support Engineer

Job Title Product Support Engineer Location BOGOTÁ, Capital District, Colombia 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 conduct thorough incident analyses, resolve technical issues, and identify potential product or platform deficiencies. Their responsibilities also encompass close collaboration with various engineering support groups and effective utilization of solution documentation as required. 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 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. Prioritize and handle multiple tasks simultaneously while working with minimal supervision. Generate documentation for processes in the team as needed, writing or revising system documentation and procedures. Be available to work during non‑standard business hours/shifts and be willing to participate in work shift rotation for occasional shift coverage during holidays or other time off. About The Ideal Candidate Bachelor’s degree (new grads), technologist or technician degree, in related field preferred. 1+ years of related experience in NOC/FrontLine Operations. Understanding of servers, datacenter operations, monitoring tools and networking technologies. Experience with Linux and Windows Operating Systems. English fluency is required. Experience administering monitoring systems such as Datadog, Zabbix, Prometheus, Grafana, Splunk, SolarWinds, etc. Experience in ticketing systems like Zendesk, Jira or ServiceNow, ITIL processes and implementing NOC best practices. Must be willing to work in a 24×7×365 environment, including a rotating on‑call schedule. What We Can Offer You Competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurance and other benefits. Hybrid work from our Bogotá office. Professional development through online learning hubs with technical and soft‑skills training. Diverse and inclusive workplace at a world‑leading travel technology company with a role that impacts millions of travelers globally. Working at Amadeus, You Will Find A critical mission and purpose – powering the future of travel. A truly global DNA across people, business, processes and culture. Great opportunities to learn through on‑the‑job training, formal learning activities and peer interactions. A caring environment that nurtures career and personal life. A complete rewards offer with salary, bonus, equity and benefits. A diverse and inclusive community fostering innovation and collaboration. Trust and reliability as fundamental values shaping lasting relationships with 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 serving as a role model for an inclusive employee experience. Equal Opportunity Employer 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. #J-18808-Ljbffr