Product Support Engineer

Our company was born out of the idea that a Colombian company could offer companies around the world affordable, highly trained teams to develop and augment technology solutions. Today, that vision has grown into reality and we have proven to be an invaluable ally for our clients. Every day, we design, improve, and monitor web, mobile, and custom software and applications, as well as enhance content with graphic design for clients around the world. Our locations in Colombia, Australia, and the United States allow us to offer our clients an unfair competitive advantage: top-quality staff augmentation with the benefits of off-shore prices and near-shore location.


We are looking for Application/Platform monitoring 24/7 Service, and L1 and L2 support: solving general questions and known errors within the first contact with the customer or more complex technical issues related to the application as subject matter experts. 

Responsabilities:  

Participate in the 24X7 on-call technical customer support cycle.
· Conduct analysis and troubleshooting to understand and replicate reported system issues.
· Resolve reported issues and inquiries related to the application system.
· When needed, engage and collaborate with team members, customer service and engineering teams while identifying and resolving reported technical issues.
· Follow process to escalate software related issues, requiring code fixes, to the engineering team.
· When needed, adequately document the reported issue and provide appropriate status updates to the reporting parties.
· Adhere to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction.
· Conduct required system administration, monitoring and preventative maintenance.
· Adhere to defined processes and solutions, such as compliance to escalation procedures and customer support processes.

Requirements: 

English B1, B2

4+ years experience working within an IT function, directly supporting critical front-line business applications for customers.
· Expertise in customer service skills with the ability to partner with business and engineering functions.
· 2+ years technical working experience supporting cloud-based SaaS applications.
· 2+ years working knowledge of application troubleshooting.
Knowledge of building basic SQL queries.
· Working knowledge of HTML, CSS and JavaScript code.
· Experience supporting applications requiring common integration protocols (including REST API, SSO integration, etc.).
· Experience in programming/scripting languages (ej: Shellscripting, Python, Powershell)
· Experience with monitoring and ticketing solutions.
· Conceptual understanding of software engineering and common software languages 

#LI-REMOTE
JobAdder.com