TL;DR
Service Desk Engineer: Maintaining client platforms and providing customer care with an accent on diagnosing, analyzing, troubleshooting, and resolving IT problems. Focus on supporting dynamic enterprise-level applications and integrating with multiple external systems.
Location: The preferred candidate should be based in LATAM working in hours that align with GMT.
Company
Apply Digital is a global digital transformation partner for change agents, working to modernize their organizations.
What you will do
- Maintain client platforms and provide excellent customer care.
- Diagnose, analyze, troubleshoot, and resolve IT problems, working with SaaS providers and development teams.
- Support dynamic, enterprise-level applications that integrate with multiple external systems.
- Understand when code fixes or support tickets with 3rd party vendors are required.
- Work with agile methods and governance approaches of large international businesses.
- Work flexible hours, including servicing clients 24/7.
Requirements
- Proven track record as part of a Service Desk team, adept at ticket management.
- Familiar with working under SLAs and adhering to service timelines.
- Experience with Jira Service Management or similar tools.
- Experience with observability tools such as Grafana, Datadog, Azure.
- Capable of engaging with clients at all levels, including senior stakeholders.
- Comfortable working in a fast-paced environment and flexible to work various hours, including 12-hour shifts on weekends and statutory holidays.
Nice to have
- Knowledge of modern SaaS ecommerce platforms like BigCommerce or Commercetools.
- Experience with Content Management Systems like Contentful, Amplience, or ContentStack.
- Experience with programming languages (i.e., JavaScript) and shell scripting.
Culture & Benefits
- Value humanity, diversity, and authenticity as much as excellence and innovation.
- Embrace SHAPE values (Smart, Humble, Active, Positive, Excellent).
- Hybrid/remote-friendly work environment.