Customer IT Support Specialist — Remote & Growth-Ready

Plata Card; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Relocation support

Flexible work from offices or remote

Healthcare coverage

Education budget

Wellness budget

Vacation policy: 20 days

Job summary

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.

Responsibilities

• 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.

Skills

Incident management coordination

Customer-facing support

Cross-team coordination

IT systems understanding

Responsible/self-organized

English (B1+)

Tools

AWS

Kubernetes

PostgreSQL

Docker

Linux

Kafka

ITSM platforms

Job description

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.