Customer Support Engineer 2

Job Title

Customer Support Engineer 2

Your Main Responsibilities

Production Support & Operations

• Provide Level 2 support for enterprise iOS applications in production environments.
• Monitor application health, crashes, performance metrics, and customer-reported issues.
• Investigate, troubleshoot, and resolve production incidents within agreed SLA timelines.
• Perform root cause analysis (RCA) and implement preventive measures.
• Support incident, problem, and change management activities.
• Collaborate with backend, DevOps, and product teams during major incidents and deployments.
• Participate in release validation and post-deployment verification activities.
• This position operates in a support environment and requires working in a two-shift rotational model, including participation in an on-call support rotation.
  
  

Application Development & Enhancement

• Design, develop, and maintain high-quality iOS applications using Swift.
• Build modern and scalable user interfaces using SwiftUI.
• Apply Clean Architecture and MVVM principles to create maintainable and testable code.
• Develop reusable components and enhance existing application features.
• Collaborate with Product Owners, UX designers, and engineering teams to translate business requirements into technical solutions.
• Ensure adherence to coding standards, design principles, and security best practices.
  
  

Performance & Reliability

• Optimize application performance, responsiveness, and scalability.
• Perform application profiling using Instruments to identify and resolve performance bottlenecks.
• Monitor memory utilization, CPU consumption, network latency, and startup performance.
• Identify opportunities for application stability and reliability improvements.
• Drive continuous improvement initiatives to enhance user experience.
  
  

Quality Engineering

• Develop and maintain unit tests and UI tests.
• Participate in code reviews and provide constructive feedback.
• Support CI/CD pipelines and release automation processes.
• Ensure application quality through proactive testing and validation.
  
  

About The Ideal Candidate

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 3 to 6 years of experience in iOS application development, production support, or application engineering.
• Strong proficiency in Swift.
• Hands-on experience with SwiftUI and Combine.
• Good understanding of MVVM and Clean Architecture principles.
• Strong knowledge of iOS application lifecycle and mobile architecture patterns.
• Experience with networking frameworks such as URLSession and Alamofire.
• Knowledge of persistence frameworks including Core Data and Realm.
• Experience with asynchronous programming using GCD and async/await.
• Experience in application troubleshooting and production issue resolution.
• Familiarity with crash analysis and performance optimization techniques.
• Understanding of memory management, CPU profiling, leak detection, and application diagnostics.
• Experience working with scalable, high-performance mobile applications.
• Knowledge of CI/CD pipelines and modern DevOps practices.
• Familiarity with Agile/Scrum/SAFe development methodologies.
  
  

Technical Skills

Core iOS Technologies

• Swift
• SwiftUI
• Combine
• UIKit
• MVVM
• Clean Architecture
  
  

Networking & APIs

• URLSession
• Alamofire
• REST APIs
• JSON Parsing
  
  

Persistence

• Core Data
• Realm
  
  

Concurrency

• Grand Central Dispatch (GCD)
• Async/Await
  
  

Performance & Diagnostics

• Instruments
• Leaks
• Allocations
• Time Profiler
• Memory Optimization
• CPU Profiling
• Crash Analysis
  

DevOps & Tools

• Git
• GitHub / GitLab
• Jenkins
• Azure DevOps
• Fastlane
• CI/CD Pipelines
  
  

What You'll Bring

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.
• Customer-focused mindset with attention to detail.
• Ability to perform effectively in high-pressure production support environments.
• Passion for delivering stable, scalable, and high-quality mobile applications.
• Ownership mindset and commitment to operational excellence.
  
  

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. 

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.

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