PRODUCT SUPPORT ENGINEER

Position type: Full Time
Location: Bogota/Colombia
Job ID: Job family: Help Desk
About Amadeus & SRM Flex
Come and join Amadeus, the global leader in travel technology, and be part of our innovative SRM Flex team! SRM Flex is one of the latest optimization software within Amadeus’ Offer Management portfolio, empowering the world’s most progressive airlines to maximize their revenues through intelligent pricing and inventory decisions. Our highly configurable software operates 24/7, providing tracking and alerting features to help airline professionals to monitor their network of flight departures. We’ve successfully disrupted the industry in the past decade, and with significant exciting growth, you’ll have an unprecedented opportunity to contribute and become part of a highly motivated and impactful team.
The Opportunity: Your Impact as a Product Support Engineer
As part of our growing, global Product Support team, you will be a critical driver in extending our excellent user experience. We operate in a complex, yet very exciting domain with a lot of market dynamics. Your contribution goes beyond basic troubleshooting – it’s about leveraging your technical expertise, analytical mindset, and problem-solving skills to improve our customer experience, refine processes and improve product quality within the industry we operate.
In this role:
Your will take ownership of complex, domain specific user issues, become a product expert and a vital link between our users and internal teams. Your contributions will directly impact customer satisfaction, system efficiency, and the continuous improvement of our leading-edge platform. In this role you’ll:
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- Ensuring Data Integrity: Monitor daily data processes to guarantee our airline partners have the latest, most accurate information for their critical optimization decisions.
- Solving Complex Challenges: Investigate, analyze, and resolve intricate technical user issues through direct interaction, utilizing databases (SQL) and cloud platforms (GCP) for data extraction/interpretation, log analysis, and API documentation.
- Developing Product Expertise: Become a product expert on the SRM Flex platform, collaborating closely with Engineering, Product, and Delivery teams to diagnose and resolve user-reported issues.
- Driving Process Optimization: Proactively identify and contribute to the enhancement of support processes, using data-driven insights to boost efficiency, improve key metrics (CSAT, Contact Rate, SLAs), and elevate the overall user experience.
- Championing Product Quality: Support release management and quality assurance efforts by testing new features and functionalities developed by our engineering teams.
- Empowering Users: Create and refine user-facing documentation and self-service resources to empower users and reduce reliance on direct support.
About the ideal candidate:
We’re looking for a motivated candidate who meets the minimum qualifications. If this sounds like you, we encourage you to apply! The preferred qualifications are a bonus.

Minimum qualifications:

• 1+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Basic understanding of SQL for data analysis and querying, with the ability to interpret datasets.
• A strong curiosity and a desire to continuously expand your technical knowledge over time.
• Excellent problem-solving and analytical skills, with the ability to diagnose complex issues and drive them to a successful resolution.
• Strong written and verbal communication skills, showing understanding for user reported issues.
• ability to collaborate effectively with cross-functional teams.
• Willingness to work in a rotational on-call schedule for weekend and holiday coverage (with compensatory time off provided).

Preferred qualifications:

• Familiarity with APIs (understand how data gets from the database to a front-end application).
• Experience or keen interest in project management, with a healthy drive to improve support operations, processes, and workflows (work smarter, not harder).
• Comfortable explaining technical concepts to both technical and non-technical stakeholders.
• Strong analytical skills with a passion for leveraging data to inform decisions and improve outcomes.
• A genuine interest in learning and working in a technical, dynamic business environment.

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 from anywhere: onsite, 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

Please refer the Job description for details