Job Description
Job Title
Summary of the Role
The Product Support Associate Engineer provides shift-based technical support for passenger self-service solutions used by airlines and airports. In this role, you will help ensure the smooth operation of airport systems by responding to support requests, monitoring system alerts, and supporting the restoration and stability of services.
You will work with both hardware and software solutions, including airport self-service equipment, cloud-based platforms, and supporting infrastructure. This role operates on a rotating shift schedule to support global customers throughout the year and follows a hybrid working model, combining remote and on-site work at Narita Airport, Chiba, Japan.
Your Main Responsibilities
· Respond to customer enquiries and system alerts related to passenger self-service solutions through multiple support channels.
· Manage incidents from acknowledgement through resolution, following agreed Service Level Agreements (SLAs) and support processes.
· Investigate incidents and alerts using monitoring tools, logs, and remote access technologies, collaborating with other teams as needed.
· Support problem management activities by identifying recurring issues, contributing to root cause analysis, and maintaining accurate records.
· Provide on-site support when required, including scheduled maintenance, basic equipment repairs, and accurate completion of maintenance documentation.
· Collaborate effectively with team members and cross-functional partners through clear communication, accountability, and constructive contribution toward shared objectives.
About the Ideal Candidate
· You have a technical background, ideally in IT, electronics, or mechanical engineering, and are comfortable supporting systems that combine software, hardware, and mechanical components.
· You have around 1–2 years of relevant experience in technical support, operations support, or service delivery, with flexibility for candidates bringing closely related experience.
· You are able to work in an L2 support role, handling incident management, alert monitoring, and initial problem investigation in a structured operational environment.
· You are comfortable monitoring system health using operational tools (such as SCADA systems) and performing remote troubleshooting to restore services where possible.
· You can accurately log, track, and update incidents and problems using structured workflows and tools such as ServiceNow and Jira and collaborate with Level 3 (R&D) teams when escalation is required.
· You communicate clearly and professionally and can coordinate effectively with third-party field service providers and internal stakeholders.
· Business-level Japanese language proficiency is preferred to support day-to-day collaboration with local airport teams and field services in Japan.
· You can work a rotating shift schedule, including early shifts (remote), late shifts (on-site at Narita Airport), and occasional day shifts used for training purposes.
· You are comfortable being primarily based at Narita Airport, with occasional on-site intervention within the airport premises and very limited domestic travel (if need arises).
· You take a careful, responsible approach to work in a live airport operations environment, with a focus on service stability, clear communication, and continuous improvement.
What we can offer you
🎯 A critical mission and purpose - At Amadeus, you will power the future of travel with 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, from on-the-job training to formal activities, and daily interactions.
🤗 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
💰 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
🌟 A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
🌈 A diverse and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
📈 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.
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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.