Senior Digital Support Analyst - E‑Commerce Incidents

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

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