Job Description

Job Title


Product Support Engineer- 2 Common accountabilities:

• Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.
• Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.
• May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.
Specific accountabilities:

• Respond to user requests to research complex problems associated with the organization's telecommunications networks (voice and/or data).
• Identification of Problem, and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles.
• Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users' problems, queries or complaints.
• Perform Quality Peer review of Incidents Handling and Regular Hygiene checks.
• Work in Coordination with different stakeholders in support organization to drive business.
• Assist in hardware and software evaluation and recommends upgrades or improvements to existing tools used for Daily operations.
• Knowledge of Travel Domain with Digital Experience Suite, Middleware Product functionalities is a Plus.
• Knowledge of ITIL Concepts with Incident/Defect Lifecycle Management is a Plus.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
• Exposure to Incident Management & Monitoring tools like Service Now, Splunk & Kibana.
• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database and helps in documenting articles.

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.