Product Support Engineer (Airport IT)

About the role

Amadeus is looking for a Product Support Engineer to join its Airport IT team in San Jose, Costa Rica. The role provides shift‑based technical support for airport‑focused software used by airlines and airports worldwide, under a structured mentorship program.

Key responsibilities

• Provide telephone, email and chat support, handling complex incidents and escalations from junior engineers.
• Log, triage and resolve incidents according to customer SLAs using tools such as UltraVNC, Kibana and log analysis.
• Monitor alerts generated by NextGen tools, investigate root causes and execute corrective actions.
• Receive, acknowledge and investigate field‑service (LEGS) incidents, perform on‑site checks and scheduled maintenance.
• Manage high‑severity (P1/P2) incidents, following defined escalation procedures.
• Document actions in incident and alert management systems and update preventive‑maintenance records.

Required profile

• Recent graduate or early‑career professional eager to develop expertise in airport IT support.
• Strong analytical mindset with the ability to diagnose and resolve technical problems.
• Willingness to work in shift patterns and collaborate with global teams.

Required skills

• Experience with remote‑access tools such as UltraVNC.
• Proficiency in using Kibana for log visualization and analysis.
• Basic scripting knowledge for troubleshooting and automation.
• Understanding of electrical and control equipment used in self‑service kiosks.
• Familiarity with incident‑management and monitoring platforms.