Application Support Engineer – Level 1

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Take ownership of Level 1 technical incidents and service requests related to Fraud Protection products, managing them from diagnosis to resolution or escalation.

• Deliver customer support via scheduled 24/7 shifts, which include handling inbound calls and participating in critical conference calls.

• Ensure customers are kept informed through proactive follow-ups that collect technical details and facilitate case resolution.

• Troubleshoot applications, databases, operating systems, APIs/integrations, networks, and monitoring alerts using logs and diagnostic tools.

• Plan and carry out RBA product upgrades and installations within financial and enterprise certification/development environments.

• Create test environments, replicate errors, and analyze integration flows to aid in advanced troubleshooting and escalation.

• Collaborate with Operations, Delivery, and Customer Success Management, escalating complex cases to Level 2, Engineering, or DevOps with detailed documentation and consistent follow-through.

⛳️ Requirements

• Educational background in Systems Engineering, Electronics, Telematics, or a related discipline.

• 1–2 years of experience in technical customer service, application support, or a similar capacity.

• Proficiency in PostgreSQL, MS SQL, Oracle, or MongoDB, including understanding schemas, relationships, keys, and troubleshooting queries.

• Familiarity with REST APIs and HTTP methods.

• Fluent in customer communication in both Spanish and English.

• Preferred: Experience with SOAPUI, Postman, Android Studio, Wireshark, New Relic, or AWS CloudWatch.

• Preferred: Working knowledge of Windows, Linux, macOS, AWS, TCP/IP, SSH, and DNS.

• Preferred: Understanding of Fraud Protection products, microservices, customer integrations, SharePoint, Confluence, JIRA, and MS Office.

🏝️ Benefits

• Health Insurance for the employee and their family.

• Fitness Stipend.

• One-time Work from Home bonus.

• Annual bonus.

• Support for e-learning, training, and certification.