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Urgent! Ingeniero/Técnico - Internal IT Support - Interés en implementar IA y Automatización Job Opening In Tunja – Now Hiring Monolegal

Ingeniero/Técnico Internal IT Support Interés en implementar IA y Automatización



Job description

Misión del cargo

Ser el puente técnico entre los clientes y el producto.

Asegurar que cada interacción técnica reduzca fricción, impulse la adopción de funcionalidades y genere mejoras continuas al producto.

________________________________________

Funciones principales


• Diagnosticar y resolver incidencias técnicas de clientes en un entorno SaaS.


• Analizar logs, reproducir errores y documentar hallazgos para el equipo de desarrollo.


• Identificar y reducir tickets repetidos, proponiendo mejoras al producto o documentación.


• Crear y mantener guías técnicas en la base de conocimiento (FAQs, manuales, artículos).


• Colaborar con el equipo de Atención no técnica en la resolución de casos y capacitaciones.


• Entregar reportes de fricciones e insights mensuales para retroalimentar a Producto/Ingeniería.


• Aplicar continuamente automaciones y mejoras con IA para optimizar todos los procesos

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Requisitos


• Tecnólogo o profesional en Ingeniería de Sistemas, Informática, Electrónica o afines.


• Experiencia en soporte técnico de software o SaaS.

Conocimiento en:

o Bases de datos (SQL y Mongo DB).

o APIs y manejo de logs.

o Herramientas de soporte

o Aplicación de IA y automatizaciones


• Excelentes habilidades de comunicación oral y escrita.

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Competencias y actitudes


• Orientación al cliente y resolución de problemas.


• Capacidad analítica y pensamiento lógico.


• Trabajo en equipo y disposición para compartir conocimiento.


• Proactividad: busca prevenir en lugar de reaccionar.


• Adaptabilidad en entornos de innovación y crecimiento.


• Interés en innovación, IA y automatizacion


Required Skill Profession

Other General



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