Product Support Engineer

1083 Amadeus IT Group Colombia, S.A.S.; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Health insurance

Hybrid work

Descripción de la vacante

Amadeus IT Group Colombia, S.A.S. in Bogota invites applications for a Product Support Engineer to join the Front Line Support team. You will monitor production incidents, respond quickly, and collaborate with engineering to improve hospitality solutions.

The role requires 1+ years in NOC/front-line operations, English fluency, experience with monitoring tools, and solid Linux/Windows fundamentals. A hybrid work model at our Bogota office is offered, with on-call rotation.

Formación

• 1+ years of NOC/FrontLine Operations experience.
• Fluent English communication is required.
• Understanding of servers, datacenters, networking, and monitoring tools.

Responsabilidades

• Work with engineers to resolve production incidents and monitor performance.
• Ensure availability and first-level support for hospitality production environments.
• Proactively monitor infrastructure for integrity and performance.
• Escalate issues and communicate with business teams during incidents.
• Generate documentation and maintain system procedures.

Conocimientos

English fluency

NOC/FrontLine ops

Monitoring tools

Linux

Windows

Servers

Datacenter

Communication skills

Educación

Bachelor’s degree or equivalent

Herramientas

Datadog

Zabbix

Prometheus

Grafana

Splunk

SolarWinds

Zendesk

Jira

ServiceNow

Descripción del empleo

Job Title Product Support Engineer 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.

• 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

• Bachelor’s (new grads), technologist or technician degree, in related field preferred.
• Excellent communication skills.
• 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.
• Experience in ticketing systems like Zendesk, Jira or ServiceNow, ITIL processes and implementing NOC best practices.

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 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.

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. 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 are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. 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!