Product Support Engineer - Heathrow Airport in London

Location: Heathrow Airport, with occasional assignments at Gatwick, Stansted or Luton. Night Shift: 11:00 PM to 7:30 AM. Schedule: Monday night to Saturday morning. Fully on-site.

About the Company

Leaders in advanced biometric technology with a global presence, transforming the world of seamless and secure travel. A diverse, international team, combining deep expertise and cutting‑edge innovation to improve touchpoint systems worldwide. Continuously evolving, pushing the boundaries of technology to enhance the traveler experience.

Mission

Provide innovative biometric solutions that ensure security, convenience, and efficiency for travelers. Deliver exceptional maintenance and support to touchpoint systems across the globe. Maintain high standards of service quality, ensuring the continued operation of key infrastructure and supporting both customers and the internal team.

Responsibilities

• As a member of our support team, you will focus on maintaining touchpoint systems by providing onsite physical interventions at Heathrow Airport, supporting system installations, and resolving complex incidents.
• Conduct regular preventive maintenance and system health checks to identify and address potential issues before they impact operations.
• Perform onsite hardware diagnostics, repairs, and component replacements to minimize downtime and ensure service continuity.
• Support lifecycle management of equipment.
• Monitor system performance and reliability, proactively identifying trends or recurring faults and implementing corrective actions.
• Reduce reliance on third‑party callouts by equipping internal teams with the knowledge and tools to resolve common hardware issues.
• Ensure compliance with maintenance procedures, safety standards, and operational guidelines across all supported sites.
• Maintain accurate records of maintenance activities, asset status, and hardware inventory to support reporting and auditing requirements.
• Coordinate with engineering and product teams to escalate complex hardware issues and drive long‑term fixes or improvements.
• Provide hands‑on support during incidents to quickly restore services and minimize operational disruption.
• Support continuous improvement initiatives by identifying opportunities to enhance hardware reliability and maintenance processes.

Qualifications

• Must be able to pass a security clearance check, which requires verifiable residency in the UK for five continuous years.
• Some experience and interest in working with hardware.
• Attention to detail.
• Ability to work independently.

Benefits

• A complete rewards offer – competitive remuneration, bonus, equity, pension plan, travel, life and healthcare insurance.
• Global exposure – work in an international environment across markets.
• Learning opportunities – on‑the‑job training, formal learning activities and day‑to‑day interactions with colleagues.
• A caring environment – support for personal and family life.
• A diverse and inclusive community – commitment to innovation, creativity and collaboration.
• A reliable company – trust and reliability as core values.
• A critical mission and purpose – contribute to powering the future of travel.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, fostering a culture of belonging and fair treatment for all employees.

Equal Opportunity Employer

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.