Product Support Engineer

Amadeus • San Jose, CA

4d • Hybrid

About The Position

Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality’s Technical Support team offers second line support to its global customer base in the hospitality industry and has a strong influence on product defect/enhancement prioritization and operational needs. In this role you will: Provide advanced technical support for a group of assigned products/solutions by performing in-depth root cause analysis and testing to recover incidents, determine if system specifications are met, or if product or platform are defective. Take ownership of and use your technical skills to troubleshoot medium-to-high complexity issues with the aim of finding a root cause and resolution. Follow SLO and SLA timelines when planning tasks and escalations. Manage and support resolution efforts & communications for major incidents. Maintain in-depth knowledge of a product or product family, including integrations and message flows to other products and solutions. Consult with team, users, software and systems engineers, and solution documentation as necessary to assist in the analysis. 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 goals are achieved. Document all incident investigation actions in an easy-to-understand narrative format for communication to Development and consumption by internal resources. Document incident resolutions in a clear and concise manner, suitable for presenting to customer Identify opportunities and take initiative to coach and knowledge-share with Customer Support and Technical Support teams, including adding to the knowledge base. 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/design. Keep relevant stakeholders informed of ongoing customer issues as needed. Other duties as assigned.

Requirements

• University Degree and/or equivalent work experience
• 3-5+ years demonstrated experience in a Level 2 Technical Support/IT Support environment or equivalent experience.
• Previous Hospitality industry knowledge.
• Equal amount of technical aptitude balanced with customer service experience.
• Working knowledge and experience in Unix, SQL, API troubleshooting, Java, and logging tools such as Splunk
• Strong customer service, problem solving, time management and team building skills.
• Embodies a drive to take ownership and see problems through to a resolution.
• Strong verbal and written communication skills with experience writing for audiences including technical teams and customers.
• Highly motivated with demonstrated ability to work in both a team environment and independently.
• High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts.
• Proficient in English with additional language requirements based on geographic region.
• Must be able to work a hybrid work model

Nice To Haves

• Familiarity with Azure, XML, HTML, React, Javascript experience a plus.

Responsibilities

• Provide advanced technical support for a group of assigned products/solutions by performing in-depth root cause analysis and testing to recover incidents, determine if system specifications are met, or if product or platform are defective.
• Take ownership of and use your technical skills to troubleshoot medium-to-high complexity issues with the aim of finding a root cause and resolution.
• Follow SLO and SLA timelines when planning tasks and escalations.
• Manage and support resolution efforts & communications for major incidents.
• Maintain in-depth knowledge of a product or product family, including integrations and message flows to other products and solutions.
• Consult with team, users, software and systems engineers, and solution documentation as necessary to assist in the analysis.
• 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 goals are achieved.
• Document all incident investigation actions in an easy-to-understand narrative format for communication to Development and consumption by internal resources.
• Document incident resolutions in a clear and concise manner, suitable for presenting to customer
• Identify opportunities and take initiative to coach and knowledge-share with Customer Support and Technical Support teams, including adding to the knowledge base.
• 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/design.
• Keep relevant stakeholders informed of ongoing customer issues as needed.
• Other duties as assigned.

Benefits

• 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 flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees