Customer IT Support Specialist - Middle+

Plata Card; United States; À distance; USD 65 000 - 95 000; Plein temps

Avantages offerts par ce poste

Relocation support

Flexible work from offices or remote

Healthcare coverage

Education budget

Wellness budget

Vacation policy: 20 days

Résumé du poste

Plata Card is seeking a Customer IT Support Specialist to join our Customer IT Support team. You will investigate and resolve customer technical issues, provide guidance on product functionality, and collaborate with internal teams to ensure fast and effective issue resolution.

You’ll play a key role in delivering an exceptional customer experience while contributing to the continuous improvement of our support processes and products, in a remote-friendly and international environment.

Qualifications

• 2+ years of incident handling in a high-load production environment.
• 3+ years in customer-facing roles within support, product, or service delivery.
• Ability to coordinate multiple teams simultaneously.
• Understanding of how large-scale IT systems work and interact.
• High sense of responsibility and strong self-organization skills.
• English level B1 or higher for effective communication with an international team.

Responsabilités

• Investigate and resolve customer technical issues, providing clear guidance on product functionality.
• Collaborate with internal teams to ensure fast and effective issue resolution.
• Strive to deliver an exceptional customer experience while supporting product and service improvements.
• Monitor incident health and communicate status to stakeholders.
• Help organize post-incident reviews to identify root causes.

Connaissances

Incident management coordination

Customer-facing support

Cross-team coordination

IT systems understanding

Responsible/self-organized

English (B1+)

Outils

AWS

Kubernetes

PostgreSQL

Docker

Linux

Kafka

ITSM platforms

Description du poste

We are looking for a Customer IT Support Specialist to join our Customer IT Support team.

The Customer IT Support team is responsible for providing technical support to our customers, resolving issues related to Plata’s products, and ensuring users have a smooth and reliable experience. We work closely with cross-functional teams to troubleshoot technical problems, deliver timely solutions, and help customers get the most out of our products.

As a Customer IT Support Specialist , you will investigate and resolve customer technical issues, provide clear guidance on product functionality, and collaborate with internal teams to ensure fast and effective issue resolution. You’ll play a key role in delivering an exceptional customer experience while contributing to the continuous improvement of our support processes and products.

Challenges that await you:

• Coordinate incident response from detection to resolution by operating quickly and effectively.
• Respond to critical incidents: classify, prioritize, and elevate them to the appropriate technical teams.
• Coordinate actions across multiple teams to resolve incidents as quickly as possible and stay involved until full resolution.
• Monitor the health of critical company services and infrastructure.
• Keep internal stakeholders updated on incident status and resolution progress.
• Organize post-incident recovery actions and customer communication.
• Prepare post-incident reviews to identify root causes and improve future responses.

What makes you a great fit:

• 2+ years of experience handling significant incidents in a high-load production environment.
• 3+ years of experience in customer-facing roles within support, product, or service delivery.
• Ability to coordinate multiple teams simultaneously.
• Understanding of how large-scale IT systems work and interact.
• High sense of responsibility and strong self-organization skills.
• English level B1 or higher for effective communication with an international team.

Your bonus skills:

• Experience with Public Cloud, Microservices, and monitoring systems.
• Technical or support experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
• Experience working with ITSM systems and/or incident management platforms such as incidents.io, Rootly, FireHydrant, or similar.
• Experience building monitoring processes, including alert configuration and dashboard creation.

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions
• Honest Feedback: valuing open, transparent communication
• Supportive Team: a strong, collaborative community
• Celebrating Achievements: recognizing our wins together
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to one of our hubs — Colombia, Georgia, Serbia — with assistance for the employee and their family
• Flexible work from one of our offices or remote
• Healthcare Coverage
• Education Budget: Language lessons, professional training and certifications
• Wellness Budget: Mental health and fitness activity reimbursements
• Vacation policy: 20 days of annual leave and paid sick leave