Senior Support Tech Engineer (LV1/LV2) 24/7 shifts At Intellias, we're always on the lookout for exceptional talent to join our team in Colombia. Over 20 years of market experience, Intellias brings together technologists, creators, and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow! If you're enthusiastic about contributing your skills and experience to our organization, we invite you to submit your CV for this position. What we offer you in Colombia Indefinite contract with Intellias Colombia SAS, payment in COP Health, life, funerary, and pet insurance for the employee Workation up to 90 days outside Colombia Training and certifications 100% work from home + internet subsidy 100% English environment Requirements: Conversational English B2/C1 Able to work 24/7 shifts Over 7 years of experience in technical support Good command of TCP/IP, DNS and other networking concepts and troubleshooting in networking Proficient in Postman, Swagger, or similar tools for API testing. Strong understanding of RESTful APIs, JSON, and XML. Experience with monitoring tools such as Datadog Good technical aptitude and understanding of software applications, databases, operating systems Problem-solving and troubleshooting skills with the ability to analyze monitoring function and provide effective solutions Good communication and interpersonal skills, with the ability to convey technical information clearly to non-technical customers Ability to manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail Understanding of Incident and Problem management processes, ticketing systems (JSM, Linear, etc.), and support tools Experience in documenting support cases, resolutions, or knowledge-base articles Will be a plus: Experience at an early-stage startup Experience with message brokers (pub/sub) Fintech experience Responsibilities: Response to support incidents via defined communication channel Investigation of real-time incidents Be reliable, friendly, and trustworthy frontline of the support/service desk Interfaces directly with customers at different stages of the problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting Use Postman to test, debug, and analyze API endpoints for functionality, performance, and security Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems Thoroughly document all issues, develop and review content for the knowledge base, and help develop and implement web-based support initiatives Gather and report issue occurrence and resolution statistics Seniority level Mid-Senior level Employment type Full-time Job function IT Services and IT Consulting #J-18808-Ljbffr