Support Engineer

• Gestionar incidentes y requerimientos
• Realizar diagnóstico, seguimiento y solución de casos
• Mantener actualizada la información de la plataforma Visor360
• Brindar soporte a usuarios y resolver casos relacionados con Visor360

Analista de Soporte, Visor360

• Support deployment, configuration, and maintenance of IT hardware, software, and related solutions
• Assist with managing IT environments, infrastructure, systems, and components
• Process and own service tickets, including IT asset lifecycle administration
• Provide support for local business applications where applicable
• Deliver end-user training and guidance on IT systems, tools, and applications
• Contribute to continuous improvement of IT support services, knowledge base, and documentation
• Ensure compliance with internal policies and external audit requirements
• Monitor and maintain system or endpoint performance and availability
• Diagnose and resolve technical incidents efficiently
• Document technical procedures, resolutions, and system configurations
• Communicate IT information clearly with users and stakeholders
• Provide extended support during critical outages
• Report typically to an IT Team Leader

IT Support Analyst

• Support content creators from the US, Canada, Europe, and the UK using the Insense platform
• Resolve creator issues by email, diagnose problems, and solve typical issues with admin tools
• Create and track technical tickets and notify creators when issues are resolved
• Define and optimize support ticket classification tags
• Track customer support efficiency metrics, including request volume, response time, and resolution time
• Provide product and process feedback to other teams
• Build typical-answer libraries and automate support communications using Intercom tools
• Own and update the FAQ for UGC creators and influencers
• Check ongoing platform transaction statuses
• Follow up with unresponsive content creators and contact them through social media when necessary
• Apply quality-policy consequences to unresponsive, rude, or unprofessional creators
• Manage transaction decline requests from brands and creators
• Resolve issues identified through transaction-status checks
• Coordinate Customer Success tasks
• Respond to App Store and Google Play reviews
• Contribute to brainstorms and planning sessions and propose process improvements

Customer Support Analyst

• Provide technical support and troubleshooting for enterprise applications, systems, and infrastructure
• Investigate, diagnose, and resolve technical incidents and service requests
• Monitor and troubleshoot cloud-based environments and services
• Support AWS and/or Azure environments in day-to-day technical operations
• Collaborate with internal technology teams to troubleshoot and resolve complex issues
• Escalate incidents when necessary and follow issues through to resolution
• Document troubleshooting steps, solutions, and technical procedures
• Identify recurring issues and contribute to improvements in support processes and system reliability
• Communicate technical issues and solutions to technical and non-technical stakeholders
• Follow established support, security, and operational procedures

Technical Support Engineer – Digital Marketing

• Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products
• Serve as the voice of Twilio to customers and partners
• Operate as a subject matter expert for Twilio’s APIs and SDKs
• Understand and resolve basic and routine customer requests and escalations through phone, email, chat, side channel, and live support
• Communicate basic concepts to customers with appropriate empathy and urgency
• Leverage Twilio’s AI tools and automations to assist customers and communicate efficiently
• Prioritize the queue based on status, priority, and entitlement to achieve SLA compliance targets
• Document every customer and internal interaction
• Contribute to knowledge articles
• Follow guidelines for tagging, categorizing, and merging tickets
• Use runbooks, wikis, macros, and other tools to resolve tickets efficiently
• Escalate to senior technical resources to drive ticket resolution

Support Engineer jobs in Colombia

Analista de Soporte, Visor360

IT Support Analyst

Customer Support Analyst

Technical Support Engineer – Digital Marketing

Technical Support Expert 2