Tech-support engineer (junior fullstack)

Bogota (CO) or Remote | Full-time | Engineering and product

 

Why we need you

At Vlipco we want to build an awesome experience for our customers, and there is nothing more awesome that getting great customer service when you need it and getting everything to work. We need you to be a bridge between the first tier of customer support and the engineering and product teams, so that everything works seamlessly for everyone. You need to love helping people solve problems and thinking about how to automate solutions, be a great communicator, have a knack for getting things to work and making customers feel like they are boarding a rocket ship.


Responsibilities

  • Support internal and external clients with technical and non-technical tier 2 support issues trough email, ticket based apps and occasionally vía telephone

  • Work with the operations and product teams to understand how to diagnose common support issues and determine the difference between user errors and application issues which require developer attention

  • Identify common support issues which could be solved with product changes or features

  • Create, maintain and update documentation for the technical parts of the product

  • Analyze support issues to determine if there are any gaps in documentation or knowledge bases and update as needed.

  • Regularly report on outstanding and in progress issues to engineering team


REQUIREMENTS

1+ years of relevant technical experience, preferably managing highly secure and high availability applications or services

  • Ideally bachelor’s degree in Computer Science, Engineering Degree, related field or equivalent work experience

  • Strong documentation skills to be utilized for case management, knowledge capture, bug management and training

  • Experience working with remote/virtual teams; ability to collaborate across boundaries


What’s in it for you

At Vlipco we foster a unique company culture championing self-empowerment, personal development, direct and clear communication, empathy and mutual support. We offer a great work environment which will help you to grow. But not only do we want you to grow into this role, but we want this role to grow with you.

We are open to figuring out the perks that make the most sense for you. We celebrate life work balance, respect your time outside work and encourage proactive people that take their role to the place where they can contribute the most. 

Some of the benefits from working with us:

  • You will be a partially remote team member, working either from home or our office in Bogotá.  You can work in the environment where you feel the best and are most productive.

  • We offer highly flexible working hours and vacations

  • We offer competitive salaries based on experience and performance and a Stock Option Plan based on performance

  • Perks such as gym membership and additional healthcare

  • You can choose your own computer and work setup 

  • You will have regular work trips to understand customer requirements and work with their tech teams in the LATAM region