Job Title
About the Role
As a Cloud Support Engineer, you will take ownership of day‑to‑day customer incidents and monitoring alerts, ensuring the stability, reliability, and availability of critical cloud services. You will troubleshoot and resolve incidents within defined recovery timeframes, coordinate incident response across teams, and proactively monitor systems to prevent service disruptions. Working in a Follow‑the‑Sun support model, you will support change and release activities, maintain high‑quality operational documentation, and continuously improve platform reliability through automation, tooling, and early incident detection. This role combines hands‑on technical support with a strong focus on operational excellence and continuous learning across modern cloud and container technologies.
This position is a 12-months Fixed Term Contract and for full-time candidates.
Main Roles & Responsibilities:
Take ownership of day-to-day customer incidents and monitoring alerts, troubleshooting and responding to incidents, managing scaling activities, and configuring alerts using a GitOps-based framework.
Provide technical support for cloud services, ensuring customer incidents are resolved in a timely and effective manner.
Restore services or affected components within defined recovery timeframes, coordinating incident response activities and escalating to relevant support teams when required.
Continuously monitor cloud systems for performance issues, potential security threats, and service outages, taking proactive measures to prevent recurrence and reviewing incidents to improve future recovery actions.
Create, maintain, and update documentation covering system configurations, operational procedures, and troubleshooting guides to support operational excellence.
Participate in a Follow-the-Sun operating model to provide 24/7 support coverage for critical cloud services.
Support Change and Release Management activities by assisting teams during system changes to minimize service disruption, monitoring for issues during implementations, and advising on anomalies that may impact customers.
When not actively managing incidents, contribute to quality and reliability initiatives, including automating recovery procedures, developing tools to enhance monitoring, enabling early incident detection and recovery, and continuously building skills across new and existing technologies supporting the platform.
Relevant Experience
2- 3 years of experience supporting high‑availability production environments, with a strong focus on service stability, reliability, and timely incident resolution.
Hands‑on or working experience supporting Kubernetes‑based or containerized platforms such as Docker, Kubernetes, OpenShift, or ArgoCD.
Intermediate experience with Linux and/or Windows operating systems, along with a solid understanding of cloud platform concepts including clusters, namespaces, pods, and services across major cloud providers (Azure, AWS, GCP).
Operational experience supporting Infrastructure‑as‑a‑Service (IaaS) and/or Platform‑as‑a‑Service (PaaS) cloud services in production environments.
Experience or interest in scripting or software development using languages such as Python, Go, or Ruby, and familiarity with DevOps tools and practices (e.g., Git, Ansible, Jenkins, Control‑M).
Working knowledge of monitoring and alerting practices, including writing or interpreting monitoring queries (e.g., PromQL) for troubleshooting and incident response.
Understanding of networking fundamentals such as load balancing, firewall concepts, and approaches for mitigating distributed denial‑of‑service (DDoS) attacks.
Ability to work effectively in fast‑paced, dynamic operational environments, managing multiple responsibilities and shifting priorities as required.
Exposure to or interest in complementary skills such as ITIL practices or certification, familiarity with AI‑powered tools for incident triage, monitoring insights, documentation, and automation, and knowledge of Global Distribution Systems (GDS) is considered a plus.
Relevant degree in Computer Science or a related technical field, or equivalent practical experience.
What We Can Offer You
🌍 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 welcoming 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, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
Note: As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a National Coordinated Criminal History Check. Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening.
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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.
