Product Support Engineer

1083 Amadeus IT Group Colombia, S.A.S.; Bogotá; Hybrid; COP 89,280,000 - 122,760,000; Full time

Benefits offered by this job

Annual bonus

Hybrid work Bogotá

Online learning

Diversity & inclusion

Job summary

Amadeus IT Group Colombia, S.A.S. is seeking a Front Line Support Engineer to monitor alerts, provide first-line tech support, and drive incident resolution in a hybrid Bogota environment. You will work with engineering teams and use monitoring tools to restore service.

You will follow ITIL practices, handle on-call rotations, and communicate clearly with stakeholders. English proficiency is required, and the role offers professional growth and competitive benefits.

Qualifications

• Engineering diploma or equivalent experience.
• Good understanding of ITIL processes.
• Operational and infrastructure support experience with Linux/Unix.
• Strong communication, analytical, and problem-solving skills.
• Knowledge of servers, data centers, monitoring tools, and networking.
• Basic knowledge of MySQL and Oracle.
• Proficient English communication.
• Willing to work in a 24x7 on-call rotational schedule.

Responsibilities

• Monitor system alerts and provide first-level technical support.
• Analyze incidents and resolve production issues.
• Coordinate escalations with engineering support teams.
• Initiate incident management and triage activities.
• Keep stakeholders informed during production incidents.
• Participate in Change and Problem Management processes.

Skills

ITIL processes

Linux/Unix

Strong communication

Problem solving

Education

Engineering diploma

Tools

Datadog

Zabbix

Splunk

Job description

Product Support Engineer

Amadeus is committed to delivering world-class customer support at a global scale and helping customers achieve the best possible outcomes from Amadeus solutions. Within Hospitality, the Front Line Support team provides technical and operational assistance to an international customer base while helping shape the prioritization of product defects, system enhancements, and operational needs.

Summary of the role

As a Front Line Support Engineer, you will monitor system alerts, provide first-level technical support, analyze incidents, resolve production issues, and identify potential product or platform deficiencies. You will work closely with engineering support teams and use established documentation and diagnostic resources to restore service efficiently. We are looking for a highly motivated, process-driven engineer who is eager to learn new products and technologies and contribute to automation initiatives.

In this role you’ll:

• Collaborate with internal teams to resolve production incidents and maintain the availability of Amadeus Hospitality production environments.
• Monitor applications, servers, networks, and infrastructure using tools such as Datadog, Zabbix, Splunk, and other monitoring platforms.
• Provide first-level support and coordinate technical, management, and personnel escalations when performance degradation or production issues occur.
• Initiate incident management and triage activities, assess impact and criticality, diagnose causes where appropriate, and drive issues toward timely resolution.
• Keep business stakeholders informed through clear, consistent, and appropriate communications during production incidents.
• Proactively monitor infrastructure to protect availability, integrity, confidentiality, and performance.
• Respond promptly to automated alerts by following established procedures and using diagnostic tools to identify faults and abnormal conditions.
• Perform periodic health checks of systems and applications, prioritize competing demands, and manage multiple tasks with minimal supervision.
• Participate in Change and Problem Management processes to improve the stability and efficiency of production systems.
• Create and maintain team processes, system documentation, and operating procedures as needed.
• Participate in shift rotations and provide occasional coverage during holidays, vacations, sick leave, or other staffing gaps.

About the ideal candidate

• Engineering diploma, an equivalent educational qualification or equivalent work experience.
• Good understanding and practical application of ITIL processes.
• Operational and infrastructure support experience with Linux or Unix environments.
• Strong communication, analytical, and problem-solving skills.
• Knowledge of IT operations, ideally in mission-critical environments.
• Ability to identify improvement opportunities in a structured manner.
• Understanding of servers, data centers, monitoring tools, and networking technologies.
• Basic knowledge of relational databases such as MySQL and Oracle.
• Good English communication skills.
• Ability and willingness to work in a 24x7x365 operational environment.
• Participation in a rotating 24/7 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 at our Bogota office.
• 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 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 and committed to an accessible recruitment process. 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.

We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!