Advanced Technical Support Specialist – Escalations & RCA

Emapta Global; Bogotá; On-site; COP 36,000,000 - 60,000,000; Full time

Benefits offered by this job

Fully-customized laptop and periferal

Upskilling via Emapta Academy

Direct exposure to clients

Job summary

Emapta Global is hiring a Technical Support Specialist to investigate and resolve complex issues, escalate to Engineering, and ensure system reliability for a global SaaS platform. The role offers onsite work at Connecta 26, Colombia, with a fixed 5-day work week and extensive learning opportunities.

You’ll engage with clients directly, participate in cross-functional teams, and use tools like Splunk, SQL, and Neo4j to diagnose performance issues.

Qualifications

• Bachelor's degree in IT/CS is an advantage.
• 1-3 years in a technical support role.
• Ability to analyze complex issues across networks and apps.
• Proficiency with diagnostic/monitoring tools like Splunk.
• Experience handling escalated tickets and documenting resolutions.
• Knowledge of databases such as SQL and Neo4j.
• Ability to explain technical concepts to varied users.
• Team collaboration across departments.
• Strong time management during outages and high-pressure situations.
• Willingness to stay updated on new technologies.

Responsibilities

• Advanced Technical Support and Escalation Management.
• Resolve complex issues beyond Level 1 scope.
• Document actions and steps to reproduce escalations for engineering.
• Communicate detailed technical information to customers.
• Root cause analysis and long-term resolution planning.
• Collaborate with Engineering and Product teams to resolve issues.
• Participate in development ceremonies for alignment.

Skills

Technical support experience

Explain technical concepts

Team collaboration

Time management

Emerging technologies

Education

BSc/BA in IT or CS

Tools

Splunk

SQL

Neo4j

Job description

Emapta Global is hiring a Technical Support Specialist to investigate and resolve complex issues, escalate to Engineering, and ensure system reliability for a global SaaS platform. The role offers onsite work at Connecta 26, Colombia, with a fixed 5-day work week and extensive learning opportunities.

You’ll engage with clients directly, participate in cross-functional teams, and use tools like Splunk, SQL, and Neo4j to diagnose performance issues.