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Technical Support ManagerAmadeus IT · San Jose
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Amadeus IT

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Technical Support Manager

🗓️ Posted 2026-10-13 San Jose Hybrid ICT
💰 Salary Not shared 📊 Market 3,500 EUR–5,500 EUR/mo

About the Company

Job Title Technical Support Manager Summary of the role Amadeus is committed to providing customers globally with superior support and service to ensure their success in using Amadeus solutions. Amadeus Hospitality's Technical Support team offers second line support to its global customer base in the hospitality industry, and has a strong influence on product defect/enhancement prioritization and operational needs. The Manager of Technical Support ("L2") will oversee Technical Support team members in their region. Strong focus areas will be: performance management, process compliance and coordination and participation to projects and global department stand up and consolidation, in alignment with guidelines provided by the Global Leader of L2 ABP. This is a hybrid position and would require you to be in the San Jose office 50% of the time. In this role you'll Hire, manage and develop Technical Support team members responsible for: Ensuring SLO and process compliance for incident handling and inherent communication Empowering, coaching and knowledge-sharing with first line Customer Support teams Identifying patterns and root causes to reduce repeat issues Attending On-call rotation where applicable Liaise as appropriate with the relevant stakeholders to ensure to have in place the necessary onboarding and training resources and material to allow the team to perform as according to the expectations and timelines Manage performance and dri

Requirements

  • ● Hospitality knowledge and/or experience is a strong plus
  • ● ITIL Foundation and other ITIL certifications are desired
  • ● BS degree in Computer Science, Engineering, Business Management or a related field from an accredited academic institution preferred
  • ● Relevant work experience
  • ● + years managing teams, ideally in a Level 2 Technical Support/IT Support environment or equivalent experience, with a problem solving and quality focus
  • ● Ability to learn and assimilate new information quickly
  • ● Proven success driving business value in a fast-paced and evolving industry
  • ● Strong people management expertise with proven experience hiring and developing exceptional technical talent are essential
  • ● Business understanding
  • ● Knowledge of hospitality products and services
  • ● Computing: High level of computer literacy/technical aptitude including working knowledge of SaaS and cloud computing concepts. Familiarity with Microsoft operating system environments and open-source platforms. SQL, Azure, XML, API, HTML experience a plus
  • ● Languages: English and Spanish (required)
  • ● Specific knowledge: This position requires a highly self-motivated, service-oriented professional with the ability to communicate effectively with people at all levels and experience
  • ● Other: Strong people management skills, proactivess, decision making, problem solving, critical thinking, and analytical skills, presentation skills, conflict management skills, ability to multi-task and manage pressure, outstanding written, verbal, and interpersonal skills
  • ● Competencies
  • ● Communication: Able to communicate effectively with team members, peers and management. Questions actively and encourages others to share opinions
  • ● Building Relations: Able to build healthy relationships within the organization to get work done through others
  • ● Team Management & Engagement: Gets results through others and able to manage agenda
  • ● Accountable: Supports team members to accomplish results. Accountable for unit results
  • ● Customer Focus: Understands customers' needs and translates them into services/products