AI Platform Owner & Support Lead

Aprio; Bogotá; Hybrid; COP 60,000,000 - 120,000,000; Full time

Job summary

Aprio is seeking a Senior Support Specialist for LaurelAI in Bogotá to own the Laurel.ai application end-to-end, act as the SME for platform support, and drive adoption across the firm. You will manage escalations, maintain documentation, and deliver training to empower users with new features and improvements.

This role emphasizes cross-functional collaboration with operations, technology teams, and end users, shaping how AI-powered tools boost productivity and service quality firm-wide.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience will be considered.
• 3+ years of experience in application support, IT helpdesk, or a related technical support function.
• Hands-on experience with an IT service management platform and structured ticketing system.
• Strong analytical and problem-solving skills with a proven ability to diagnose and resolve technical issues accurately and efficiently.
• Excellent verbal and written communication skills, including the ability to translate technical concepts for non-technical audiences.
• Preferred: Experience supporting AI-powered or SaaS-based enterprise applications.
• Preferred: Experience designing or facilitating end-user training or onboarding programs.

Responsibilities

• Own the Laurel.ai application end-to-end, serving as the firm's subject matter expert and primary point of contact for platform support, adoption, and ongoing improvement
• Diagnose and resolve second-level application issues escalated from end users, applying structured troubleshooting methodologies to ensure accurate and efficient resolution
• Receive and respond to initial support requests via phone, email, and ticketing systems, delivering timely and professional service across all channels
• Maintain complete and consistent documentation of all service requests, incidents, and inquiries within the IT service management platform throughout the full ticket lifecycle
• Assess issue complexity and escalate as needed
• Monitor open tickets to ensure timely resolution; confirm resolution with end users and formally close all tickets upon completion
• Design and lead periodic training sessions that equip users with the knowledge and skills needed to utilize Laurel.ai effectively
• Produce, distribute, and analyze scheduled reports on application usage and platform performance; identify trends and follow up with operations leaders on findings
• Capture and synthesize user needs, pain points, and feedback into clearly communicated inputs that drive product improvements and inform platform roadmap decisions

Skills

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's degree in IT/CS or related field

Tools

IT service management platform

Ticketing system

Job description

Aprio is seeking a Senior Support Specialist for LaurelAI in Bogotá to own the Laurel.ai application end-to-end, act as the SME for platform support, and drive adoption across the firm. You will manage escalations, maintain documentation, and deliver training to empower users with new features and improvements.

This role emphasizes cross-functional collaboration with operations, technology teams, and end users, shaping how AI-powered tools boost productivity and service quality firm-wide.