Support Engineer Pm Shift

hace 3 días

Desde casa, Colombia Instaleap LLC A tiempo completo

**What this is all about**

We are a global company focused on developing the best fulfillment & delivery technology in the world. We provide leading retailers such as Walmart, Falabella, and HEB with advanced software solutions to conquer the eCommerce market through flawless operations.

Our technology is designed to operate at a large scale, driving cost efficiencies and providing the most delightful digital customer experience, in line with the best providers in the world. We strive to help traditional retailers take on the digital world in just a few days.

Instaleap has been growing fast over the past two years despite its (at the time) nearly sole product focus. With what is now a leading technology and distinguishing product in the space, it’s time to scale our growth efforts.

**Profile**

As a Support Engineer, your responsibility will be to bring super wow Support and differential customer service to our clients, you will be the leader in charge to identify, define and guide the ideas or initiatives for improving time and quality responses, as well as the processes executed by the Support team (automation). The above is based on the knowledge you acquire of the product.

You will interact with our customers, developers, product managers, and support people to solve highly complex problems so it is important to have skills for assertive communication and achievement orientation.

**What would you do?**
- **_ This vacancy is for the NIGHT shift (GMT -5): 6pm onwards._**
- Identify, propose, and lead improvements on the processes that are carried out by the Support team.
- Solve technical doubts regarding the functioning of the services offered, both to internal and external customers, becoming an expert in these.
- Ensure compliance with the SLAs for the resolution of cases established with clients.
- Correctly identify the priorities of attention for the cases of Support taking into account the impact that this generates.
- Seek to impact on your colleagues for the improvement of the Support service

**What we bring to the table**
- A growing organization with beautiful (remote if desired) positions and possibilities for personal development
- A challenging job that’ll be at the core of our growth ambitions
- Paid-time-off (PTO) for 25 days
- Rock solid onboarding that’ll set you up for success in your job
- Mentoring and coaching by experienced SaaS leaders that can help you elevate your career
- Educational budget to support your studies or language courses

**Your SuperPowers**
- Intermediately SQL level
- Being Fluent in English is a MUST
- Problem-solving skills
- Demonstrated interest in technical field and development/ automatization
- Ability to influence and built effective working relationships with all levels of the organization.
- High skills in communicating complex technical issues to both technical and non-technical audiences.
- Knowledge of programming language desirable (no development experience)

**Your experience has been shaped by**:

- Experience working in agile environments
- Remote collaboration capabilities.
- Intermediate Portuguese is a plus
- + 3 year in Support related positions

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