Customer Support Engineer 2

Job Title

Customer Support Engineer 2

Key Technical Skills

Monitoring & Observability: Datadog, Splunk, Grafana, Dynatrace, Azure Monitor, Log Analytics, APM

Incident & Service Operations: Incident Management, Event Management, Alert Management, Production Support, Operational Escalations

CRM & CIAM: CRM Operations Support, Customer Identity & Access Management (CIAM), SSO, MFA, OAuth 2.0, OpenID Connect

Technical Fundamentals: APIs, Microservices, Cloud Fundamentals, Network Fundamentals, Web Technologies, Log Analysis

ITSM Tools: ServiceNow, Jira Service Management, ITSM Ticketing Platforms

Monitoring Domains: Application Availability, Service Health, Performance Monitoring, Incident Diagnostics

Key Responsibilities

Monitor customer-facing applications, CRM, CIAM, APIs, integrations, and cloud services in a 24x7 operational environment.

Detect, assess, prioritize, and coordinate resolution of service incidents and operational alerts.

Perform first-level troubleshooting, diagnostics, health checks, and service recovery activities using runbooks and SOPs.

Monitor identity and authentication services including SSO, MFA, login, registration, and customer account services.

Support CRM platform operations, integrations, releases, and post-deployment monitoring.

Coordinate with Infrastructure, Application Support, Engineering, Security, Product, and Vendor teams for incident resolution.

Manage incident communications, escalations, and stakeholder updates during service disruptions.

Analyze monitoring data and logs to identify service degradation, recurring issues, and potential business impact.

Maintain operational records, incident tracking, and audit documentation.

Contribute to improving monitoring effectiveness, alert quality, operational processes, and service reliability.

Ideal Candidate Profile

3–6 years of experience in NOC Operations, Application Monitoring, Production Support, Service Desk, or Enterprise Monitoring Environments.

Strong understanding of monitoring tools, incident management processes, and operational support models.

Comfortable working in 24x7 rotational shifts and high-pressure incident response environments.

Excellent problem-solving, communication, stakeholder management, and teamwork skills.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.