Lead Application Support Engineer - Ingeniero en Soporte (Full Inglés)

Experience: Four years of relevant work experience

Direct Reports: One

Location: Santiago

Work from 9 am to 6 pm EST hours (New York support)

Key Responsibilities:

• Lead a small, but geographically diverse team of Application Support Engineers to Identify, log, prioritise and manage incidents.

• Work with our user community to resolve their issues, and play a pivotal role in maintaining a proactive and efficient incident resolution process.

• Collaborate with Client Delivery, Product, QA, and cross-functional Engineering teams to address complex customer issues and foster meaningful relationships with end users.

• Lead and deliver strategies to elevate the quality and effectiveness of the entire support service.

• Drive automation initiatives to enhance operational efficiency.

What We Offer

• Metlife Health insurance

• Caja Los Andes

• Employee benefits and discounts at “Atheneum Club”

• Ten administrative days per year as per internal regulations

• Additional annual leave allowances per year of tenure (up to 5 years)

• Team mingles & lunches

• Employee Resource Groups

• Continuous comprehensive training

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 4+ years of proven experience as an Application Support Engineer. Solid understanding of support processes and best practices.

• Excellent working knowledge of modern service delivery concepts and techniques. Experience in administering relevant tooling would be advantageous.

• Understanding of core technical functions, including Software Development, Data Engineering, QA, DevOps, and Site Reliability Engineering.

• Proficient in generating and presenting reports to senior stakeholders.

• Familiarity with relational databases, SQL queries, and scripting languages for automation.

• Awareness of Agile, SDLC, CI/CD, and Cloud Computing.

• Adaptability to evolving technologies and industry best practices.

• High ability to coach others.

Currently we use the following technology:

• Jira Service Management, Jira Product Discovery, Jira Software

• OpsGenie, Grafana, Loki

• TypeScript, JavaScript, React Native, MySQL

• Amazon Web Services (AWS)

We have various projects in flight, but some of the broad initiatives we have planned, and that you will be involved in include:

• Rebuilding our end user support process

• Launching our Incident management process

• Improving end user experience by implementing customer driven initiatives

Join us in creating an inclusive workplace where every voice is heard, every idea is respected, and everyone can reach their full potential. We actively encourage applications from all backgrounds. We know that a diverse team makes us stronger.

Apply now, and let's build something amazing together!

Here at Atheneum, diversity and inclusion are not just part of our culture but are ingrained in our DNA. We do not discriminate in any way when assessing applications.