Support Operations Engineer

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Vacancy details

ITSM

Support Engineer

Senior

Colombia

Remote

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Dive deep into Digital! For 20 years Intellias has been developing top-tier digital solutions for the world’s leading companies, keeping them in line with the latest technology trends. Join in and provide innovations for the future!

What project we have for you

Our Client is a dynamic startup based out of New York, US. Team is currently working on a core product – a web-based solution. Product is live and scope of work includes both new features & enhancements to existing code, re-architecture of various components, bugfixing and solving technical challenges of a fast growing product.
We are seeking a detail-oriented and customer-focused Support Operations Specialist to manage and resolve a variety of support requests for our service desk team. This role involves handling customer data uploads via command line scripts, account management, and basic technical troubleshooting of client-specific integration issues, amongst others.

What you will do

Evaluation and triage of user reported bugs. Collaborate with Product to assign bug priorities.
Ensure the Jira bugs tickets are complete and prioritized.
Collaborate with QA to define missing and finetune existing test cases based on the bugs reported.
Asset, Order and Inventory Data Management: Perform tasks such as merging, correcting, and bulk uploading customer data, ensuring data accuracy and minimizing user impact.
Investigating data integration and user data quality issues.
Client-Specific Requests: Provide dedicated support for specific client accounts, understanding unique client setups and requirements for customized solutions.
Technical Troubleshooting: Diagnose and resolve technical issues related to integrations, employee lists, and account setups.

What you need for this

Strong communication skills and the ability to provide clear and accurate support responses.
Demonstrated track record of working productively with remote teams in different regions and time zones.
Proven experience in systems support operations or a related field, with a focus on speed and effectiveness of the response, and client-focused problem-solving.
Proven experience using low code and integration systems like Merge, Zappier, etc.
Proficiency in using LLM / AI to configure automation, writing scripts, and ETL data.
Familiarity with ticketing systems, script programming and troubleshooting, SQL DBs, Linux OS and AWS.
Attention to detail, especially in handling client-specific data.
Understand security requirements and best practices for handling customer data.
2-3 years of engineering/programming experience would be preferable.

What it’s like to work at Intellias

At Intellias, we are committed to being an equal opportunity employer, fostering equity, diversity, and inclusion. We welcome and celebrate the differences of all qualified applicants. Join Intellias for a career where your unique perspectives are not only valued but crucial to our success.

Skills

English

L2/L3

Support Operations Engineer

What project we have for you

What you will do

What you need for this

What it’s like to work at Intellias

Skills

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