2 дня назад
Service Desk Engineer (Weekend)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Desk Engineer (Weekend) (SaaS e-commerce platforms): Triaging, diagnosing, and resolving technical issues for enterprise client platforms in a 24/7 managed service environment with an accent on incident ownership, SLA-driven support, and client communication. Focus on troubleshooting complex platform problems, coordinating with vendor support teams, and maintaining accurate knowledge bases during rotating 12-hour weekend night shifts.
Location: Latin America, preferably with working hours aligned to PT or ET. Candidates in Santiago, Chile may work remotely or from the Santiago office; candidates outside Santiago are fully remote.
Company
Digital services provider delivering and supporting client-facing digital platforms, including modern SaaS e-commerce applications.
What you will do
- Triage Jira Service Management tickets, own issues through completion, and diagnose and resolve platform problems.
- Provide technical guidance to client personnel and lead conversations about platform configuration.
- Handle incidents in a 24/7 service desk environment according to severity levels, SLAs, and defined escalation procedures.
- Coordinate with vendor platform support teams and provide continuous updates to clients through Jira.
- Document troubleshooting steps and solutions in knowledge bases and maintain accurate issue records.
- Execute service deliverables end to end while identifying opportunities to improve procedures.
Requirements
- 0–2 years of experience in technical support or IT service desk roles.
- Familiarity with e-commerce concepts, terminology, ticket triage, and structured service procedures.
- Strong technical aptitude, judgment, problem-solving ability, and a proactive, self-directed learning approach.
- Confident collaboration with vendor support teams and communication with senior client stakeholders.
- Availability for a fixed weekend night schedule: two rotating nights across Friday, Saturday, and Sunday, with 12-hour shifts.
- Strong written and spoken English required.
Nice to have
- Experience with Jira Service Management or similar ticketing tools.
- Experience with observability tools such as Grafana, Datadog, or Azure.
- Knowledge of SaaS e-commerce platforms such as BigCommerce or commercetools.
Culture & Benefits
- Work with international brands across a range of client engagements.
- Inclusive and safe working environment.
- Training budgets and mentorship focused on Agentic AI and essential future-of-work skills.
- Generous vacation policy supporting work-life balance.
- Flexible remote, office-based, and blended work arrangements.
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