We are....

a cutting-edge e-commerce company developing products for our own technological platform. Our creative, smart and dedicated teams pool their knowledge and experience to find the best solutions to meet project needs, while maintaining sustainable and long-lasting results. How? By making sure that our teams thrive and develop professionally. Strong advocates of hiring top talent and letting them do what they do best, we strive to create a workplace that allows for an open, collaborative and respectful culture.

What you will be doing....

The Application Support role is a position in our Applications Support team, which is part of our IT Operations group. As Application Support you will be responsible for troubleshooting issues across our production systems (Windows, Linux, Docker) including websites and applications our 24/7 business depends on. You will work closely with the IT Operations teams (Service Desk, Infrastructure, Network, DBA, SRE), as well as the Development teams, to ensure efficient resolution of incidents improving the overall stability of our systems.

This role is both reactive when incident arise and a proactive during times when there is not an active major incident. Working with problem management and systems reviews to improve system stability and increase the uptime of our production system.

Some of your main responsibilities will be:

  • Triage, troubleshoot, document and resolve incidents in production systems
  • Proactively monitor production environments and processes to ensure systems proper functioning.
  • Proactively review systems, logs, errors to identify minor issues and implement improvements before they turn into major issues
  • Work directly with Incident Management Tier I and Tier II support teams and Site Reliability Engineers (SRE) to provide incident and problem support
  • Ensure incident details are fully understood and documented as part of the incident resolution and post-mortem process. This includes the full impact, dependencies, cause (RFO), work around fix, permanent fix and improvements needed.
  • Work directly with SRE and software developers to help resolve larger issues and code defects, including documentation, testing, and communicating resolution through appropriate channels.
  • Work with all areas to ensure systems and process documentation (SOP, troubleshooting, tech specs etc.) required for systems support is up to date and complete.

Knowledge and skills you need to have

  • 4+ years of experience providing technical support for software applications and web services.
  • Demonstrated ability performing a technical role to effectively research and resolve complex technical problems, provide software support and testing documentation.
  • Good Infrastructure technology knowledge ( load balancers, VIP configuration, Linux, Storage, virtual servers, Dockers).
  • Good fundamentals on areas of Change and Release Management, Continuous Integration and Delivery.
  • Experience with Linux and Windows-based containers and containers orchestration such as Docker, Kubernetes, Docker Swarm, etc.
  • Demonstrated experience handling tools like JIRA, Site24/7, New Relic.
  • Experience with log management tools like Graylog, ELK or similar tools.
  • Experience with Monitoring systems (Prometheus, Nagios, Zabbix, New Relic, Site24x7).
  • Strong analysis, problem solving and troubleshooting skills with a security based mindset.
  • Flexible to work different times / shift as needed to support departments in different time-zones (Latam) and ongoing incidents.
  • Shift / weekend / outside standard business hours might be required.
  • Upper intermediate English level.
  • Proven communication and documentation skills.
  • Strong interpersonal and problem-solving skills required. You excel working in high pressure situations during an incident.
  • Highly organized time management and prioritization skills.

Bonus points for the following

  • Working knowledge of programming languages.
  • Experience with Prometheus.
  • B.S. in Computer Science, Computer Engineering, or a related field is a nice to have, however, a combination of other diplomas, certificates and experience will also be considered.

Why choose us?

We will give you the opportunity to be the best version of yourself, develop professionally and create strong working relationships working remote or on site. While offering a competitive salary, we also invest in our people's professional development and want to see you grow and love what you do. We are dedicated to listening to our team's needs and are constantly working on creating an environment in which you can feel at home

If you thrive at investigating issues, finding and solving problems. You understand the difference in between a work-around to quickly resolve an incident and a fully developed permanent fix that can be implemented after an incident.

If this sounds like the place for you, contact us now!