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Product Support EngineerAmadeus IT · San Jose
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Amadeus IT

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Product Support Engineer

🗓️ Posted 2026-10-15 San Jose Hybrid ICT
💰 Salary Not shared 📊 Market 2,500 EUR–4,000 EUR/mo

About the Company

Ghent Quebec City Dublin Guildford Barcelona Kuala Lumpur Warsaw Founded in 1996, Larian Studios has long been dedicated to creating world-class video games. The team is known for the critically acclaimed Divinity series - six games that straddle multiple genres and defy expectations. Its first crowdfunded success, Divinity: Original Sin, won over 150 awards and nominations, while its sequel Divinity: Original Sin 2 launched with a 93 Metacritic rating, as well as over 160 awards. Its latest game, Baldur's Gate 3, launched to critical acclaim, receiving over 200 Game of the Year Awards, including the five major trophies from the BAFTA Game Awards, Golden Joysticks, Game Developers Choice, DICE, and The Game Awards. Computer Games Specialties: RPG Development, Crowdfunding, Narrative Design, Game Design, Multi-genre Games

Responsibilities

  • ● Product Support Engineer External Job Title: Technical Support Senior Analyst
  • ● Position type: Product Support Engineer
  • ● Job ID: R38045
  • ● Job family: Help Desk
  • ● About Your Business Area/Department
  • ● The ACRS Level 2 Support team is part of Amadeus Hospitality and provides advanced technical support for the Advanced Central Reservation System (ACRS), a cloud-based platform that powers hotel reservations, rates, inventory, distribution, and related integrations across the hospitality ecosystem.
  • ● Summary of the role
  • ● The L2 Incident Management Specialist provides advanced technical support for the ACRS platform by investigating complex incidents, troubleshooting system behavior, managing technical escalations, and driving issues through resolution. The role serves as a key liaison between customers, Product Management, Engineering, and Operations teams while helping ensure platform stability, service quality, and customer satisfaction.
  • ● In this role you'll
  • ● Own and manage escalated incidents impacting the ACRS platform from initial investigation through resolution.
  • ● Troubleshoot complex issues involving reservations, inventory, pricing, distribution, and system integrations by analyzing logs, APIs, message flows, and application behavior.
  • ● Partner with Product Management, Engineering, Technical Operations, and customer-facing teams to assess impact, determine root causes, and restore service.
  • ● Coordinate technical response activities during critical incidents, including leading bridge calls and communicating progress to stakeholders.
  • ● Document investigations, findings, workarounds, and resolution steps to improve operational knowledge and team effectiveness.
  • ● Identify recurring issues, product defects, and opportunities for operational improvements.
  • ● Contribute to the enhancement of monitoring, observability, tooling, and support processes.
  • ● Advocate for customer needs while supporting product quality and platform reliability.
  • ● Participate in rotational coverage schedules to support regional business requirements.