Front Line Technology Support Engineers

Job Title

Front Line Technology Support Engineers

In this job you will:

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.

Specific Responsibilities:

• Investigate and resolve escalated incidents which originated from Alerts

• Investigate and resolve escalated incidents and inquiries originating from internal resources.

• Troubleshoot medium-to-high complexity issues.

• Manage resolution efforts & communications for major incidents.

• Document all incident investigation actions in an easy to understand narrative format for communication to Development and consumption by internal resources.

• Partner and consult with Development and Technical Operations teams in accordance with defined escalation procedures; determine if system specifications are met or if product or platform are defective.

• Document incident resolutions in a clear and concise manner.

• Empower, coach and knowledge share with Customer Support and Technical Support teams.

• Contribute to SLO and SLA compliance.

• Participate in on-call rotation as necessary. This will vary by role and region.

• Identify technical needs (ex. logging, monitoring, tooling), technology improvements and general areas needing improvement within the department, and recommend solutions/designs.

• Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer's goal are achieved.

• Keep team members, management, customers and other Amadeus personnel informed of customer issues.

About the ideal candidate:

• Bachelor of Computer Science qualification (or equivalent) in a relevant discipline from a University

• This position is open to talented fresh graduates, while 1+ years  experience in Technical and Incident Management Support environment is preferred.

• Has experience and knowledge in the following: SaaS, Cloud Computing concepts, Microsoft operating system, Red Hat Enterprise Linus and other source platforms.

• Knowledgeable in ITIL, SQL, Azure, XML, API, HTML, and Python experience is a plus.

• Knowledgeable and has experience in monitoring/observability tools such as: Grafana, DataDog, Thanos is a plus

• Experience in Splunk for application based logs analysis, ticketing system: ServiceNow or equivalent

• Equal amount of technical aptitude balanced with customer service experience.

• Strong technical support service, problem solving, time management

• Analytical thinking and process driven

• Strong verbal and written communication skills.

• Highly motivated with demonstrated ability to work in both a team environment and independently.    

• Amenable to work on a hybrid work setup (2-3/week) in BGC Taguig

• Must be willing to work in a 24x7x365 environment. This will include a 24/7 rotating on-call schedule.

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 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.