Technical Operations Engineer

Trustonic; Bogotá; Híbrido; COP 66.960.000 - 111.600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Bonus scheme

Private medical insurance

Hybrid working

Open holiday policy

Volunteer support

Career development

Exposure to global teams

Diversity and inclusion

Descripción de la vacante

Trustonic is seeking a Technical Operations Engineer to join our global team and help keep our platform running smoothly. You’ll work with Technical Operations, Technical Support and Process Optimisation to test devices, provision customers and manage OEM tenant setups, while adopting automation and GenAI to increase efficiency.

You’ll handle customer requests within SLAs, maintain documentation, and contribute to knowledge sharing across teams.

Formación

• Experience in technical support, NOC or technical operations.
• Experience with device testing, provisioning or similar.
• Strong attention to detail and documentation.
• Fluent English, written and spoken.
• Experience with Zendesk or JIRA is a plus.

Responsabilidades

• Execute mobile device testing and certification.
• Create and manage customer accounts and OEM tenant setups.
• Complete provisioning activities and lifecycle updates for customers.
• Process short, low-complexity customer service requests within SLAs.
• Follow runbooks to ensure accuracy and minimise rework.
• Identify bottlenecks that could impact performance.
• Test new automated workflows and GenAI tools.
• Provide feedback to improve tools and processes.
• Stay curious and continue developing technical skills.

Conocimientos

Technical Operations

Customer support

Attention to detail

Automation interest

Communication skills

Educación

Bachelor’s Degree or equivalent experience

Technician or Technologist certification

Herramientas

Zendesk

JIRA

APIs

Bash

Python

Descripción del empleo

At Trustonic, we make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. We partner with mobile carriers, retailers, and financiers across 30+ countries, powering device financing solutions that drive economic inclusion, profitability, and growth.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Job Description

A bit about the team and what you'll deliver...

We’re looking for a Technical Operations Engineer to join our dedicated Technical Operations team at Trustonic, helping to keep our global platform running smoothly behind the scenes.

You’ll play an important role in ensuring that device testing, certification, provisioning and customer service requests are completed quickly, accurately and to a high standard.

Working alongside the Technical Operations, Technical Support and Process Optimisation teams, you'll follow established processes and runbooks while also helping us test and adopt new automation and GenAI tools designed to make our operations smarter and more efficient.

This is a great opportunity for someone with a technical mindset who enjoys working in a fast-paced environment, solving problems and learning new technologies.

As the Technical Operations Engineer, you will:

Technical operations & device management

• Execute mobile device testing and certification, ensuring devices meet Trustonic's quality and operational standards.
• Create, configure and maintain customer accounts and OEM tenant setups.
• Complete provisioning activities and lifecycle updates for new and existing customers.
• Process short, low-complexity customer service requests within agreed SLAs.
• Follow operational checklists and runbooks carefully to ensure accuracy and minimise rework.
• Identify and flag issues, deviations or bottlenecks that could impact operational performance.
• Become an early adopter and tester of new automated workflows, scripts and GenAI tools.
• Help test solutions designed to reduce manual effort, such as ticket triage and automated summaries.
• Provide feedback to Technical Operations and Process Optimisation teams to help improve new tools and processes.
• Stay curious and continue developing your technical skills as Trustonic's products and technology evolve.

Documentation & knowledge sharing

• Maintain and update operational documentation and Standard Operating Procedures.
• Contribute to Knowledge Centred Support (KCS) practices by capturing and sharing useful knowledge.
• Help ensure documentation remains accurate, practical and easy for others to follow.
• Work with tools such as Zendesk and JIRA to manage operational requests.
• Complete customer requests accurately and within agreed SLAs.
• Communicate clearly and professionally with customers and internal teams.
• Provide timely updates where required and ensure tasks are followed through to completion.
• Work collaboratively with Technical Operations, Technical Support and other teams to resolve issues and improve the customer experience.
• Be flexible when required, including occasional extended or weekend working.

Who you are...

You're a technically curious, detail-oriented and reliable problem solver who enjoys learning and getting things right.

You understand that operational work may look straightforward, but accuracy and attention to detail are critical when you're working with customer accounts, devices and production environments.

You're comfortable following processes and technical instructions, but you're also someone who will speak up when something doesn't look right or when you see an opportunity to improve how things are done.

You're excited by technology and keen to develop your skills, particularly around automation, AI and mobile technologies.

What makes you, you...

Experience

• Experience in technical support, NOC, technical operations, device testing, provisioning or a similar environment.
• Experience working in a high-volume, fast-paced and SLA-driven environment.
• Experience using ticketing or service management tools such as Zendesk or JIRA.
• Recent graduates or junior engineers with strong technical fundamentals and a willingness to learn are encouraged to apply.

Knowledge & Skills

• Basic understanding of SaaS or cloud-based platforms.
• Ability to follow technical instructions, runbooks and operational processes accurately.
• Strong attention to detail and a disciplined approach to documentation.
• Basic understanding of APIs.
• Basic scripting knowledge in Bash and/or Python would be beneficial.
• Understanding of mobile technologies and mobile device testing would be advantageous.
• Familiarity with KCS or other documentation methodologies would be a plus.
• Strong communication skills and a customer-focused approach.
• Fluent English, both written and spoken.

Qualifications

• Technician or Technologist certification.
• Bachelor’s Degree or equivalent experience.

Additional Information

What we can provide you in return for your investment...

Competitive compensation

• A base salary that reflects your expertise and impact.
• Bonus scheme to share in our success.

Financial security & wellbeing

• Private medical insurance for youfrom day one.

Flexibility & work-life balance

• Hybrid working arrangements to support your lifestyle.
• An open holiday policy with no upper limit—take the time you need, when you need it.
• Support for volunteering and causes that matter to you.
• Opportunities for professional development and career progression.
• Exposure and interaction with global teams.

Inclusive, supportive culture

• A commitment to diversity, equity, and inclusion.
• A collaborative environment where your voice is valued and your wellbeing is prioritised.

Impact & purpose

• The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.

#LI-Hybrid

Trustonic is an equal opportunity employer. We do not discriminate on any grounds.

We empower, engage, enable and value

differences between people,

including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge