Hybrid Frontline Product Support Engineer

Amadeus; Bogotá; Hybrid; COP 72,000,000 - 96,000,000; Full time

Benefits offered by this job

Hybrid work in Bogota

Online learning & development

Health insurance

Vacation and holidays

Job summary

Amadeus is hiring a Product Support Engineer in Bogota, operating in a hybrid model. You will monitor system health, handle first-line support, and drive incident resolution with cross-functional teams. The role emphasizes proactive monitoring, clear stakeholder communications, and ongoing process improvement.

You will work with Datadog, Zabbix, Splunk, and other tools while participating in a 24/7 on-call schedule. A technical ITIL-focused background and Linux/Unix experience are essential.

Qualifications

• Engineering diploma or equivalent work experience.
• Strong ITIL knowledge and practical application.
• Operational support experience in Linux/Unix environments.
• Excellent communication and problem-solving skills.
• Understanding of IT operations in mission-critical environments.
• Familiarity with servers, data centers, monitoring tools, and networking.
• Basic knowledge of MySQL and Oracle databases.
• Proficient English communication.

Responsibilities

• Monitor system alerts and provide first-level technical support.
• Collaborate with engineering and support teams to resolve incidents.
• Manage incident triage, impact assessment, and escalation processes.
• Communicate clearly with stakeholders during production incidents.
• Perform periodic health checks and support 24x7 on-call rotations.
• Contribute to Change and Problem Management and improve procedures.
• Document procedures and participate in shift coverage when needed.

Skills

ITIL

Linux/Unix

Communication

Problem-solving

IT operations

Servers & Networking

Databases

English

Education

Engineering diploma

Tools

Datadog

Zabbix

Splunk

Job description

Amadeus is hiring a Product Support Engineer in Bogota, operating in a hybrid model. You will monitor system health, handle first-line support, and drive incident resolution with cross-functional teams. The role emphasizes proactive monitoring, clear stakeholder communications, and ongoing process improvement.

You will work with Datadog, Zabbix, Splunk, and other tools while participating in a 24/7 on-call schedule. A technical ITIL-focused background and Linux/Unix experience are essential.