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Urgent! Support Engineer - Digital Identity Job Opening In WorkFromHome – Now Hiring Truora Group

Support Engineer Digital Identity



Job description

Descripción
Somos una startup latinoamericana, apasionada por construir tecnología de calidad y ofrecer soluciones digitales para empresas en todas partes.

Respaldada por Y-Combinator y los principales VC en Silicon Valley y América Latina, Truora tiene la misión de simplificar las interacciones digitales.

Operando en México, Brasil, Colombia, Chile y Perú, estamos a la vanguardia de la innovación digital.

¡Nuestros valores Trust, Grit, Lead by Example, Ownership y Straight Talk — son más que palabras, son nuestra base sólida!

Descripción
Somos una startup latinoamericana, apasionada por construir tecnología de calidad y ofrecer soluciones digitales para empresas en todas partes.

Respaldada por Y-Combinator y los principales VC en Silicon Valley y América Latina, Truora tiene la misión de simplificar las interacciones digitales.

Operando en México, Brasil, Colombia, Chile y Perú, estamos a la vanguardia de la innovación digital.

¡Nuestros valores Trust, Grit, Lead by Example, Ownership y Straight Talk — son más que palabras, son nuestra base sólida!
Únete a nosotros mientras seguimos creciendo y moldeando el futuro del compromiso digital en la región
Misión
En este rol, serás el encargado de atender y resolver solicitudes de soporte técnico de clientes externos, asegurando no solo soluciones efectivas sino también manteniendo altos estándares de satisfacción del cliente.

Responsibilidades

  • Atender incidentes técnicas provenientes del equipo de soporte de nivel 1, brindando soluciones eficientes y oportunas;
  • Cumplir con los acuerdos de nivel de servicio (SLA), asegurando tiempos de respuesta y resolución establecidos;
  • Participar en la evaluación e implementación de nuevas herramientas y tecnologías que optimicen el soporte técnico con IA;
  • Documentar procedimientos, soluciones y hallazgos técnicos en la base de conocimiento para uso interno del equipo;
  • Colaborar con otros equipos técnicos (infraestructura, desarrollo, seguridad) para resolver incidentes de producto;
  • Implementar mejoras técnicas sugeridas a partir del análisis de tendencias de incidentes y problemas recurrentes;
  • Escalar adecuadamente los incidentes que exceden su nivel de alcance al soporte de nivel 3 o a los proveedores, cuando corresponda;
  • Realizar pruebas técnicas posteriores a cambios o actualizaciones para asegurar el funcionamiento adecuado de los sistemas;
  • Actualizar el estado de los tickets en la herramienta de gestión, manteniendo comunicación clara y constante con los clientes internos y externos.

Requisitos
  • Habilidades analíticas para diagnosticar y corregir problemas técnicos complejos;
  • Lenguajes de programación: JavaScript, Python, o similares ;
  • Manejo de herramientas de soporte: Experiencia en sistemas de ticketing como Zendesk, Jira Service Desk y Service Management o similares;
  • Plataformas en la nube: Familiaridad con servicios de AWS, Azure o Google Cloud;
  • Experiencia con plataformas como Postman, herramientas de monitoreo de APIs y sistemas de control de versiones como Git;
  • Conocimiento en programas de Inteligencia Artificial como N8N, Cursor, AI Rats, Zapier, Copilot, Google AI Studio o similares;
  • Capacidad para gestionar múltiples requerimientos en entornos dinámicos y cumplir con los Acuerdos de Nivel de Servicio (ANS);
  • Comunicación efectiva: Interacción clara con usuarios técnicos y no técnicos, tanto verbal como escrita.

Beneficios
  • Health Plan
  • Flexible Time
  • Language Classes
  • Flexible Paid Time Off (PTO)
  • Remote Work
  • Referral Bonus (300 USD)
  • Integration Activities
  • Getting to know other cultures
  • Employee Recognition Program

Comprometidos con un futuro lleno de oportunidades, te invitamos a unirte a nosotros en este viaje hacia una América Latina más conectada y próspera!!

#J-18808-Ljbffr


Required Skill Profession

Servicios Profesionales/consultoría



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    Unlock Your Support Engineer Potential: Insight & Career Growth Guide


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