Product Support Engineer

Job Title

PURPOSE OF THE ROLE:

Product Support Engineer provides shift-based technical support for passenger self-service products used by global airlines and airports. In this role, they take calls directly from passenger facing agents or airport/airline helpdesks. They also react to automatically logged incidents and alerts generated by sophisticated surveillance tools.

The products supported include passenger processing equipment installed at airports (auto bag drop units, check-in kiosks, bio pods, auto boarding gates) as well as the cloud and network infrastructure that enable passenger self-service processing. In addition, software-based products supported include White Label application, touchless bag tagger, passenger reconciliation, on-airport and off-airport check-in.

Required to perform incident management to restore the contracted service to a working status, change management to change the contracted service, physical support of the hardware devices at the airport and customer reporting for the contracted services.

This role involves working on a rotating shift schedule, including mornings, evenings, nights, and weekends in order to support airport operations by addressing hardware and software incidents, performing equipment replacements, and carrying out routine maintenance.

Main Responsibilities:

- Incident Management:

• Respond to customer enquiries (via different channels) concerning Amadeus Self-service solutions

• Take ownership of customer issues from acknowledgement through to resolution

• Log reported incidents in accordance with the incident priority definitions for the specific customer SLA. 

• Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged).

• Investigate to determine the root cause using tools such as Ultra VNC, Kibana, log analysis etc

• Lead the investigation, keep customers up to date on the progress, and make sure that all issues are resolved within a given timeframe

• Escalate incidents that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers

• Document errors and resolutions related to Amadeus Self-service solutions

• Create and update support documentation. Work with the customer service design team to develop new support models and implement new customers

• Deliver training of Airport IT solutions to customers, business partners, and colleagues

- Alert Management:

• React to pro-active alerts generated by the monitoring tools within the pre-determine target times

• Lead the investigation of the root cause of the alerts

• Update the alert management tool with the outcome

• Escalate problems linked to repetitive alerts that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers

- Problem Management:

• Identify recurring problems and known errors for root cause identification & resolution.

• Log the problem with relevant logs and required information for further investigations from R & D teams

• Link the incidents to relevant problem records

• Assign and manage the priority based on the impact across multiple sites

• Verify and close the records once resolved

- Teamwork:

• Shows good collaboration skills such as communicating clearly, listening attentively, empathizing with others, taking responsibility and being honest

• Establish reliable and helpful work connections with people across different departments

• Collaborate with your team members to reach the targets and offer helpful ideas to advance the work

- Field Services:

• Attend site as per roster to perform field services for hardware & software support

• Perform scheduled maintenance & replacement of parts where required

• Update the Preventative Maintenance sheets to record an issue discovered and to perform signoff

Relevant Work Experience:

• Proven experience in a customer support or technical support in previous role.

• Experience working with mechanical devices, ideally in an airport or similar environment.

• Flexibility to work in shifts (morning and evening) and weekends.

• Familiarity with incident and problem resolution tools (e.g., Ultra VNC, Kibana, log analysis).

• Strong communication and problem-solving skills with a collaborative mindset.

• Understanding of the importance of service availability and customer experience in self-service environments.

What we can offer you ?

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.

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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.