Cloud Support Engineer

Job Title

Cloud Support Engineer

About The Business Area/Department:

FLS is responsible for ensuring seamless, 24/7 operational continuity across Amadeus services in the Americas. The team focuses on incident detection, rapid recovery, coordination, and escalation to keep critical platforms running smoothly.

Summary of the role:

You will be responsible for maintaining and supporting system availability across server complexes, components, and related services in the cloud, ensuring adherence to Service Level Agreements. Tasks include managing incidents from initiation to resolution, working autonomously within established processes, and making decisions that impact customers. The role requires following directions, multitasking, prioritizing, and tracking high-severity issues.

In this role you'll:

• Provide technical support for cloud services and resolve customer incidents in a timely and effective manner.
• Restore services or components within specified recovery timeframes. Coordinate incident response, escalating to support teams as needed.
• Monitor cloud systems for performance issues, potential threats, and outages. Taking proactive measures to prevent similar incidents. Review incidents to improve future recovery actions.
• Create and maintain documentation on system configurations, operational procedures, and troubleshooting guides.
• Participate in Follow-the-Sun model to ensure 24/7 support for critical cloud services.
• Change and Release Management: Support teams implementing system changes to minimize service disruption, monitoring issues during change implementations, and advise on anomalies that may affect customers.
• Project Work: Complete assigned duties and participate in Problem Management and incident reduction efforts within set targets.

About the ideal candidate:

• Proficiency in English, both written and spoken is required.
• University Degree in Computer Science, System Engineering, related technical field or equivalent work experience.
• Self-driven professional who proactively acquires new skills and knowledge to adapt and excel in a dynamic technical environment.
• Basic Linux command line skills.
• Fundamental understanding of Cloud-based services (familiarity with namespaces, pods, clusters, and providers such as Azure, AWS, GCP).
• Basic to intermediate knowledge of network concepts (e.g., DDoS attacks, load balancers, firewalls).
• Minimum one year's experience in at least two of the following areas:
• Supporting and managing high availability infrastructures (24/7/365, >99.999% uptime).
• Beginner to intermediate programming/scripting skills (e.g., Go, Python).
• Experience with tools for system and application assessment.
• Supporting and maintaining Kubernetes clusters.
• Ability to prioritize, multitask, and work effectively in fast-paced technical operations.
• Strong analytical and troubleshooting skills, including issue isolation and diagnosis.
• Understanding promQL statements and constructing basic queries.
• Operational support of Cloud-based services (IaaS, PaaS).
• Considered a plus: ITIL training, Familiarity with the workings / purpose of Global Distribution Systems.
• General IT knowledge: Understanding of operating systems, basic networking, troubleshooting hardware/software issues, familiarity with cloud services, and common office applications.
• One or more years of Incident Handling in a Network Operations Center or similar environment.
• Teamwork, self-initiative and collaborative troubleshooting skills.

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 or fully remote.
• 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 de-velop 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 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 & Inclusion

Amadeus 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.