Service Desk Engineer (Weekend)

APPLY; Colombia; Híbrido; COP 22.320.000 - 44.640.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Agentic Delivery

Inclusive culture

AI upskilling

Generous vacation

Flexible work arrangements

Descripción de la vacante

APPLY is seeking a Service Desk Engineer to ensure reliability of client digital platforms. You will triage issues, diagnose problems, and provide top-tier support to enterprise clients in a 24/7 environment. This weekend role covers two 12‑hour nights per week on a rotating schedule across Fri/Sat/Sun.

Based in Latin America, you may work hybrid or remote, aligning to PT or ET timezones. You’ll collaborate with vendor teams, document solutions, and continuously improve service delivery across

Formación

• 0-2 years of experience in technical support or IT service desk roles.
• Familiar with e-commerce concepts and terminology.
• Experience of triaging issues created in a ticketing system.
• Confident in working with vendor platform support teams to resolve issues.
• Business savvy and IT literate with strong technical aptitude.
• Comfortable working a fixed weekend night schedule - 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift.
• Proactive and inquisitive, self-led learner with a natural problem-solving mindset.
• Great communicator, comfortable with written and spoken English.
• Consultative approach with good listening skills and insightful analysis when working with clients.
• Ability to exercise judgment within defined procedures and practices to determine appropriate action.
• Strong desire to resolve issues and maintain high standards of service excellence.

Responsabilidades

• Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed.
• Diagnose, analyze, troubleshoot and resolve IT problems for client platforms.
• Provide guidance to client personnel to empower users to help themselves.
• Lead conversations and talk clients through configuration of the platform.
• Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment.
• Work with SLAs and adhere to service timelines, responding to incidents based on severity levels.
• Understand when escalation is required and when a problem can be solved independently.
• Work within defined processes while constantly looking for ways to improve procedures.
• Work confidently with vendor platform support teams to resolve issues.
• Provide continuous feedback to clients via JIRA tickets.
• Communicate effectively with senior client stakeholders to discuss complex ideas.
• Work comfortably with multiple clients at the same time.
• Update Knowledge Bases with discovered solutions not previously documented.
• Maintain accurate records of issue resolution and troubleshooting steps.
• Execute deliverables from end to end according to a structured plan.

Conocimientos

Technical support

IT service desk

Ticket triage

English communication

Customer service

Herramientas

Jira Service Management

Grafana

Datadog

Azure

BigCommerce

Commercetools

Descripción del empleo

About Apply

APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit applydigital.com .

About Apply

APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit applydigital.com .

LOCATION

APPLY is hybrid/remote-friendly. The preferred candidate should be based in Latin America, preferably working in hours that align to PT (Pacific Timezone) or ET (Eastern Timezone). Candidates located in Santiago, Chile are able to work out of our Santiago office as remote/hybrid employees. Candidates located outside of Santiago, Chile will be fully remote employees.

THE ROLE

As a Service Desk Engineer, you'll play a critical role in ensuring the reliability and performance of our clients' digital platforms. Reporting into the Managed Services team, you will be responsible for triaging issues, diagnosing problems, and providing exceptional technical support to our enterprise clients. You will help maintain platform stability and deliver outstanding customer care while working with modern SaaS e-commerce platforms and supporting dynamic, enterprise-level applications.

This is a weekend night shift role, covering 2 nights per week on a rotating schedule across Friday, Saturday, and Sunday, with 12-hour shifts.

Technical Support & Issue Resolution

• Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed
• Diagnose, analyze, troubleshoot and resolve IT problems for client platforms
• Provide guidance to client personnel to empower users to help themselves
• Lead conversations and talk clients through configuration of the platform

Service Management

• Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment
• Work with SLAs and adhere to service timelines, responding to incidents based on severity levels
• Understand when escalation is required and when a problem can be solved independently
• Work within defined processes while constantly looking for ways to improve procedures

Collaboration & Communication

• Work confidently with vendor platform support teams to resolve issues
• Provide continuous feedback to clients via JIRA tickets
• Communicate effectively with senior client stakeholders to discuss complex ideas
• Work comfortably with multiple clients at the same time

Documentation & Knowledge Sharing

• Update Knowledge Bases with discovered solutions not previously documented
• Maintain accurate records of issue resolution and troubleshooting steps
• Execute deliverables from end to end according to a structured plan

Requirements

• 0-2 years of experience in technical support or IT service desk roles
• Familiar with e-commerce concepts and terminology
• Experience of triaging issues created in a ticketing system
• Confident in working with vendor platform support teams to resolve issues
• Business savvy and IT literate with strong technical aptitude
• Comfortable working a fixed weekend night schedule - 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift
• Proactive and inquisitive, self-led learner with a natural problem-solving mindset
• Great communicator, comfortable with written and spoken English
• Consultative approach with good listening skills and insightful analysis when working with clients
• Ability to exercise judgment within defined procedures and practices to determine appropriate action
• Strong desire to resolve issues and maintain high standards of service excellence

Nice to Have

• Experience with Jira Service Management or similar ticketing tools
• Experience with observability tools such as Grafana, Datadog or Azure
• Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools

LIFE AT APPLY

People are at the core of everything we do at APPLY. We provide you with modern tools, systems and approaches, value your time, safety, and health, and strive to build a work community where you can thrive and grow. Here are a few benefits we offer to support you:

• Agentic Delivery: Our people work in a modern way to deliver client outcomes. Broaden your skills on a range of engagements with international brands that have a global impact.
• An inclusive and safe environment: We're truly committed to building a culture where you are celebrated and everyone feels welcome and safe.
• AI & Strategic Upskilling: Accelerate your professional growth with generous training budgets and mentorship, with a specific focus on Agentic AI expertise and the critical human skills required for the future of work.
• Generous vacation policy: Work-life balance is key to our team’s success, so we offer ample time away from work to promote overall well-being.
• Flexible work arrangements: We work in a variety of ways, from remote, to in-office, to a blend of both.

APPLY is a safe, respectful, and inclusive community where differences are celebrated. We are committed to equal opportunity and fostering a workplace where everyone belongs. Learn more in our Diversity, Equity, and Inclusion (DEI) section. For recruitment accommodations, please email [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.