Product Support Engineer (Front Line Support)

About the role

Amadeus' Front Line Support team in Bogotá provides technical and operational assistance to an international customer base within its Hospitality business area. As a Product Support Engineer, you will monitor system alerts, give first-level technical support, analyse incidents, resolve production issues and help identify product or platform deficiencies, working closely with engineering support teams.

Key responsibilities

• Collaborate with internal teams to resolve production incidents and keep Amadeus Hospitality production environments available.
• Monitor applications, servers, networks and infrastructure using tools such as Datadog, Zabbix and Splunk.
• Provide first-level support and coordinate technical, management and personnel escalations.
• Run incident management and triage, assess impact and criticality, and drive issues to resolution.
• Keep business stakeholders informed during incidents and respond promptly to automated alerts.
• Perform periodic health checks, manage multiple tasks with minimal supervision and take part in Change and Problem Management.
• Create and maintain team processes, documentation and operating procedures.
• Take part in shift rotations and cover holidays, vacations and other staffing gaps.

Required profile

• Engineering diploma, equivalent qualification or equivalent work experience.
• Good understanding and practical application of ITIL processes.
• Operational and infrastructure support experience with Linux or Unix environments.
• Knowledge of IT operations, preferably in mission-critical environments.
• Ability to spot improvement opportunities in a structured way.
• Basic knowledge of relational databases such as MySQL and Oracle.
• Good English and willingness to work in a 24x7x365 environment on a rotating on-call schedule.

What we offer

• Competitive remuneration, individual and company annual bonus, paid vacation and holiday time off, and health insurance.
• Hybrid work at the Bogotá office.
• Professional development through online learning hubs.