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# Product Support Engineer - Heathrow Airport

- **Company:** Amadeus
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Monitoring of Systems, Reliability of Systems
- **Published:** June 7, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=dae0f75c65a1001d

## About the Role

* Must be able to pass a security clearance check, which requires verifiable residency in the UK for 5 continuous years
 * Some experience and interest in working with hardware
 * Attention to detail
 * Ability to work independently

## Description

* 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., * 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., We are looking for someone to join our support team, where you will be key in ensuring smooth operations, providing troubleshooting, and supporting the maintenance of cutting-edge systems. This is your chance to be part of a global leader in biometric systems and automated solutions and make a lasting difference.

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. You'll work closely with both internal teams and customers to ensure optimal performance, while ensuring compliance with Health & Safety and information security policies.

 * Conduct regular preventive maintenance and system health checks to identify and address potential issues before they impact operations
 * Perform on-site 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


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