Customer Support Engineer - Self Service Job Title: Customer Support Engineer
Position type: Permanent
Location: San Jose, Costa Rica (Hybrid model)

About 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:
An 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
  

About the ideal candidate:
Proficient/Fluent in English - Verbal and Written
Education:

• 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 change

IT 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!

Diversity & Inclusion