Technical Support Engineer 3

hace 1 mes


Bogotá, Bogotá D.E., Colombia Idemia A tiempo completo

At IDEMIA, we are committed to making the world a safer place through our cutting-edge identity technologies. As a Technical Support Engineer 3 - Expert in Service Operations, you will play a critical role in maintaining our service-level agreements and providing automated operations to ensure the best quality of service for our clients.

This role is key to our mission as it involves maintaining critical production platforms or products and providing automated operations to ensure the service meets the highest standards. Your responsibilities will include classifying, debugging, mitigating, and diagnosing issues, managing and responding to cases escalated to levels 2 & 3, and escalating level 3 incidents to specialized company areas.

You will also be responsible for preparing and presenting consolidated incident reports to stakeholders, monitoring intervention plans, and performing root cause/log analysis. Taking ownership of issues and ensuring resolution within defined SLAs is also a critical aspect of this role.

As a Technical Support Engineer 3 - Expert in Service Operations, you will have the opportunity to train and guide team members, propose service improvements, and harden platforms pre- and post-launch. You will maintain system health, recover platforms during incidents, and perform post-mortem analysis. Proactively improving non-functional requirements and collaborating with development and product teams is also a key responsibility.

This role requires strong technical expertise and excellent communication skills. We are looking for someone with at least 4+ years of proven experience, including interaction with internal and external clients. A Bachelor's degree in Computer Science or a related field is required, with specialization or a Master's degree preferred.

The ideal candidate will have intermediate to advanced English language skills (B2 level) and be willing to work 100% on-site. Travel may be required. If you are passionate about technology and want to make a difference in the world, we encourage you to apply for this exciting opportunity.

Estimated Salary: $60,000 - $80,000 per year



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