Service Desk Engineer

TL;DR

Service Desk Engineer: Maintaining client platforms and providing customer care with an accent on diagnosing, analyzing, troubleshooting, and resolving IT problems. Focus on supporting dynamic enterprise-level applications and integrating with multiple external systems.

Location: The preferred candidate should be based in LATAM working in hours that align with GMT.

Company

hirify.global is a global digital transformation partner for change agents, working to modernize their organizations.

What you will do

• Maintain client platforms and provide excellent customer care.
• Diagnose, analyze, troubleshoot, and resolve IT problems, working with SaaS providers and development teams.
• Support dynamic, enterprise-level applications that integrate with multiple external systems.
• Understand when code fixes or support tickets with 3rd party vendors are required.
• Work with agile methods and governance approaches of large international businesses.
• Work flexible hours, including servicing clients 24/7.

Requirements

• Proven track record as part of a Service Desk team, adept at ticket management.
• Familiar with working under SLAs and adhering to service timelines.
• Experience with Jira Service Management or similar tools.
• Experience with observability tools such as Grafana, Datadog, Azure.
• Capable of engaging with clients at all levels, including senior stakeholders.
• Comfortable working in a fast-paced environment and flexible to work various hours, including 12-hour shifts on weekends and statutory holidays.

Nice to have

• Knowledge of modern SaaS ecommerce platforms like BigCommerce or Commercetools.
• Experience with Content Management Systems like Contentful, Amplience, or ContentStack.
• Experience with programming languages (i.e., JavaScript) and shell scripting.

Culture & Benefits

• Value humanity, diversity, and authenticity as much as excellence and innovation.
• Embrace SHAPE values (Smart, Humble, Active, Positive, Excellent).
• Hybrid/remote-friendly work environment.