Customer Support Engineer 2
Amadeus · Bengaluru, Karnataka, India
IT Services and IT Consulting · 10,001+ employees
About the role
Monitor customer-facing applications, CRM, CIAM, and cloud services in a 24x7 operational environment to ensure service health. Coordinate incident resolution with cross-functional teams and perform first-level diagnostics using established runbooks.
What they look for
Requirements
Requires 3–6 years of experience in NOC operations, application monitoring, or production support. Candidates must be comfortable working in 24x7 rotational shifts and possess strong problem-solving and communication skills.
Full description
Job Title
Customer Support Engineer 2Key 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.
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.
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.
