Customer Support Engineer - Self Service

Company: Amadeus IT Group, S.A.
Location: San Jose
Posted on: April 1, 2025

Job Description:

Customer Support Engineer - Self ServiceCustomer Support Engineer - Self ServiceApply locations San Jose time type Full time posted on Posted 2 Days Ago job requisition id R26248Job Title: Customer Support Engineer - Self ServiceExternal Job Title: Customer Support EngineerPosition type: Customer SupportLocation: San Jose - Costa RicaJob family: Help DeskAbout Your Business Area/Department:Amadeus is growing in the Airport IT domain that represents a significant potential for diversification and company growth. Amadeus designs, develops and delivers, in close partnership with customers, multiple applications to manage flight operations, process passengers and process baggage. Amadeus solutions enable our customers to handle efficiently ground operations with thousands of persons being synchronized through complex processes.Summary of the role:A Support Engineer is under training, mentorship and development to grow into the position of providing shift-based technical support for Airport IT products used by global airlines and airports.In this role you'll:

• Respond to customer enquiries concerning Amadeus Airport IT solutions
• Take ownership of customer issues from acknowledgement through to resolution
• 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
• Apply proactive problem management and anticipate potential incidents
• Document errors and resolutions related to Airport IT 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 colleaguesAbout the ideal candidate:Proficient/Fluent in English - Verbal and WrittenEducation:
  • Degree in IT or computer science/engineering and/or relevant work experience.
  • Certification in IT Systems and ITIL Fundamentals is a plus.Functional Skills:
    • Strong command of spoken and written English. Other languages are beneficial.
    • Structured and clear written and verbal communication.
    • Flexibility to work on multiple projects simultaneously and adjust to changing requirements.
    • Problem-solving approach with the ability to find alternative solutions.
    • Able to understand customers' needs and resolve conflicts.
    • Flexibility and desire to work in a multicultural environment.
    • Availability to work on day shifts, weekends, and holidays as part of a global follow-the-sun support team.Personal Skills:
      • Analytical, methodical, and structured
      • Attention to detail
      • Team player
      • Excellent organization skills
      • Excellent interpersonal skills
      • Proactive and quick in action
      • Willing to embrace changeIT experience, skills, or knowledge of:
        • Windows server operating systems. Linux is a plus.
        • Virtual machine solutions such as VMware, Citrix.
        • Machine duplication and imaging.
        • Remote management and deployment software. Altiris is a plus.
        • Network assessment, and troubleshooting.
        • Databases and database engines. SQL and Splunk are a plus.
        • Understanding of application server technologies, e.g. IIS, Tomcat, JBoss.
        • Creating jobs and scripts.
        • Training delivery experience.
        • Airport IT or airport operation background is a plus.What we can offer you:
          • Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
          • Work Hybrid
          • Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
          • Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.Application process:
            • The application process takes no longer than 10 minutes!Create your candidate profile, upload your Resume/CV and apply today!Working at Amadeus, you will find:
              • 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.Diversity & InclusionAmadeus 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.About Us
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Keywords: Amadeus IT Group, S.A., San Jose , Customer Support Engineer - Self Service, Engineering , San Jose, California