Intermediate/Senior Digital Support Analyst - OP02241-OS

Dev.Pro; Bogotá ciudad; Presencial; COP 169.690.000 - 231.396.000; Jornada completa

Descripción de la vacante

Dev.Pro, a remote-first global IT team, is hiring a Digital Support Analyst to join our Guest Engineering group. You will support digital and e-commerce services for guests and franchise locations worldwide, triaging and resolving incidents with urgency.

This role emphasizes collaboration with internal teams and external partners to ensure timely digital service resolution. You will work with AWS Lambda, Dynatrace, Postman, and other tools to investigate issues, document findings, and

Formación

• 5+ years of experience in technical support roles.
• Strong investigation, root-cause analysis, and incident management skills.
• Experience triaging, investigating, and escalating technical issues based on impact and severity.

Responsabilidades

• Respond to and triage alerts related to e-commerce applications and services.
• Escalate incidents as needed based on impact and severity.
• Triage and investigate incidents escalated from Level 1 Technology Support.
• Track incidents through resolution, escalating to additional teams as needed.
• Respond to out-of-band and ad-hoc support requests.
• Support new application and service deployments.
• Work with development teams and external partners to drive issues or changes to resolution.
• Monitor and analyze logs, trends, and guest feedback related to digital services.
• Relay information, knowledge, and status updates to support teams.

Conocimientos

Technical support

Root-cause analysis

Incident management

Communication

Documentation

Educación

Bachelor's degree or higher in Computer Science, Software Engineering, or related field

Herramientas

AWS Lambda

Dynatrace

Postman

ServiceNow

DynamoDB

Azure DevOps

BrowserStack

Descripción del empleo

We are hiring in Latin America! Dev.Pro is a global team of IT professionals helping tech companies scale their business through software engineering expertise. Operating as a remote-first company, our developers work across 55+ countries on five continents, giving us the flexibility and skillset to deliver high-quality engineering for projects of any size or complexity. Clear communication and following through on our commitments are at the core of how we work. Our people have the freedom to work from anywhere, along with the opportunity to grow — both professionally and personally — as part of a diverse, dedicated team.

Our client is looking for a Digital Support Analyst to join their Guest Engineering team supporting digital and e-commerce services used by guests and franchise locations globally. In this role, you'll help ensure issues affecting the digital experience are addressed with the appropriate urgency. You'll collaborate with internal teams and external partners to drive technical issues to resolution and support changes to digital services.

What's in it for you:

• Support digital services that power the ordering experience for millions of guests worldwide
• Solve real-world technical challenges and strengthen your investigation and incident management skills
• Gain hands-on experience with AWS Lambda, Dynatrace, Postman, and more

Is that you?

• 5+ years of experience in technical support roles
• Strong investigation, root-cause analysis, and incident management skills
• Experience triaging, investigating, and escalating technical issues based on impact and severity
• Strong verbal and written communication skills
• Experience with technical documentation and translating technical issues to non-technical audiences
• Collaborative mindset and ability to explore solutions beyond standard procedures

Desirable:

• Familiarity with AWS Lambda and Dynatrace
• Prior QSR experience supporting public-facing e-commerce applications
• Experience supporting third-party delivery applications or integrations
• Familiarity with Postman and ServiceNow
• Familiarity with DynamoDB, Azure DevOps, and BrowserStack
• Experience with Point-of-Sale (POS) support
• Experience with public-facing support or support across a large client/user base
• Bachelor's degree or higher in Computer Science, Software Engineering, or a related field, or relevant practical experience

Key Responsibilities And Your Contribution

In this role, you'll help address issues affecting the digital experience and support their timely resolution.

• Respond to and triage alerts related to e-commerce applications and services
• Escalate incidents as needed based on their impact and severity
• Triage and investigate incidents escalated from Level 1 Technology Support
• Track incidents through resolution, escalating to additional teams as needed
• Respond to out-of-band and ad-hoc support requests
• Support new application and service deployments
• Work with development teams and external partners to drive issues or changes to resolution
• Monitor and analyze logs, trends, and guest feedback related to digital services
• Relay information, knowledge, and status updates to support teams