Level 2 Technical Support Specialist

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

Resolving Complex Technical Challenges to Keep Digital Operations Moving

Join a global software and SaaS environment where reliable technology and responsive technical support help keep businesses and communities connected. As a Technical Support Specialist at Emapta, you'll investigate complex technical issues, resolve escalated support tickets, and collaborate with Engineering and Product teams to identify root causes and improve system reliability. Put your troubleshooting expertise to work while supporting a platform designed to make workforce management and credentialing more seamless.

Job Overview

• Employment Type: Indefinite-Term Contract


• Shift: Shifting schedule between 5:00 AM and 8:00 PM


• Work Setup: Onsite, Connecta 26, Colombia


• 5 days work week


• 20 vacation days in total


• Fully-customized Emapta laptop and peripherals


• Direct exposure to our clients


• Diverse and supportive work environment


• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)

Qualifications

• A bachelor's degree in Information Technology, Computer Science, or a related field is an advantage.


• 1-3 years of experience in a technical support role.


• Ability to analyze complex issues across various technologies, including networking and applications, and resolve them effectively.


• Proficiency with diagnostic and monitoring tools such as Splunk or system performance tools.


• Relevant experience managing escalated support tickets and documenting resolution processes.


• Knowledge of databases such as SQL and Neo4j is preferred.


• Ability to explain complex technical concepts to both technical and non-technical users.


• Ability to work effectively in a team and collaborate across departments.


• Strong time management skills and the ability to prioritize tasks, especially during high-pressure situations such as outages.


• Eagerness to stay updated on emerging technologies, industry best practices, and new tools.

Key Responsibilities

Advanced Technical Support and Escalation Management

• Resolve advanced technical issues that Level 1 support cannot handle.


• Handle escalations from Customer Support and elevate issues to Engineering when required, providing detailed documentation of actions taken and steps to reproduce issues.


• Communicate with customers in a detailed and technical manner, providing clear, accurate, and relevant information.

Root Cause Analysis and Technical Resolution

• Investigate recurring or critical issues to identify root causes and propose long-term solutions.


• Collaborate closely with Engineering and Product teams, including developers, network engineers, and system administrators, to resolve complex technical issues.

Cross-Functional Collaboration

• Attend and actively participate in development-related ceremonies to maintain strong alignment with the broader development team.

About the Client

Our client is a global software and SaaS organization focused on developing a trusted platform for workforce management and credentialing. Its mission is to empower safe, agile, and connected communities worldwide. Guided by values of accountability, innovation, respect, and integrity, the organization fosters a culture that encourages employees to challenge conventions, build meaningful relationships, and create lasting global impact.

Join the Top 1% Talent. A Better Career. A Better Life.

Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state‑of‑the‑art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,200 clients worldwide and a team of more than 13,000 talented professionals, Emapta continues to set new standards in the industry.