Product Support Engineer

Location: Bogota

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.

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 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

Required Skills and Knowledge

* Bachelor's (new grads), technologist or technician degree, in related field preferred.

* Excellent communication skills.

* 1+ years of related experience in NOC/Front Line Operations

* Understanding of servers, Datacenter, monitoring tools and networking technologies.

* Understanding and experience with Linux and Windows Operating Systems.

* Language:
English fluency is needed.

Following skills are a plus:

* Experience using and administering monitoring systems like Datadog, Zabbix, Prometheus, Graphana, Splunk, Solarwinds, etc.

* Experience in ticketing systems like Zendesk, Jira or Service Now, 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…