Technical Support Engineer

Intraway; Colombia; Presencial; COP 39.060.000 - 83.700.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited responsible time off

Free subscription to training platforms

Free English classes

Extended paternity leave

Baby shower gifts

Referral Program with gift cards

Tech talks and webinars

Descripción de la vacante

A growing tech company in Colombia is seeking Technical Support Engineers to ensure uninterrupted customer service for their products. The role requires responding to customer needs, diagnosing issues, and interacting with cross-functional teams. Candidates must have at least a High School degree and advanced English skills, with a preference for IT-related university degrees. The company provides a collaborative environment and ongoing learning opportunities, including extensive training and generous leave policies.

Formación

• High School degree mandatory, university degree desired (IT related degree preferred).
• Advance level of English required.
• Knowledge of ISO Standards is a plus.
• Experience with databases, particularly Oracle/SQL.

Responsabilidades

• Respond to customer needs timely as per SLA.
• Monitor customer services on an on-call shift basis.
• Diagnose and resolve product-related errors.
• Investigate solutions to complex issues.
• Build knowledge of Intraway products and solutions.
• Collaborate with Engineering to resolve Tier 3 issues.

Conocimientos

Technical troubleshooting

Customer service

Oracle/SQL

ISO Standards Knowledge

English proficiency

Educación

High School degree

University degree (IT related)

Descripción del empleo

Technical Support Engineers are in charge of verifying that all customers have uninterrupted service 24x7x365 for the company's products. They maintain direct contact with the customers, by e-mail and by phone, and have detailed knowledge of their needs in order to proactively provide solutions and suggestions to improve their processes.

Responsibilities

• Respond to the customer's needs in due time and manner, respecting the standards established in the SLA.
• Constantly monitor our customers' services by working on an on-call shift system.
• Diagnosis and provide solutions in order to solve errors related to the company's products or external platforms.
• Investigate for solutions to complex problems, with constant challenges.
• Can build upon his/her knowledge regarding Intraway products and solutions.
• Interact with all other areas of the company; especially with the Engineering team reporting Tier 3 issues to be solved.

Requirements

• High School degree mandatory, university degree desired (IT related degree preferred).
• Advance level of English
• Knowledge of ISO Standards (not mandatory).
• Databases (Oracle/SQL language).
• Your vacation is over and you feel that it was not enough? XL Days: unlimited responsible time off.
• Stay up to date with the latest technology! We offer free subscription to training platforms such as Coursera, Udemy, and others
• Power your language skills with our free English classes.
• AWS Select Technology Partners: access to partner-only online training, funnels, webcasts, and other valuable assets.
• You want to keep learning? Virtual training through our internal platforms!
• Extended paternity leave and a progressive return on maternity leave.
• Baby shower gifts
• Five and ten-year anniversary special surprise present. We cannot spoil it!
• Referral Program: win a gift card when you refer amazing people like you!
• If that’s not enough and you still want to keep learning – we offer Tech talks and webinars!

We provide a collaborative environment. We will challenge you to actively propose new ideas and implement cutting-edge technologies. As we are a fast-growing company, you will have the opportunity to develop your professional career according to your interests.

If you want to make your next career move, apply now. We are waiting for you!