Service Desk Engineer in Apply Digital Latam

If you'd like to learn more about Apply Digital's culture click HERE

Apply Digital is hybrid/remote-friendly. The preferred candidate should be based in LATAM working in hours that align with GMT.

We are Apply Digital — a high-growth digital experience agency working with brands like Moderna, Kraft Heinz, and Atlassian. With a focus on transforming possibilities for people, we solve complex problems with well-executed digital solutions that make people's lives easier and help our clients compete.

At Apply Digital, we are passionate about technology and the way we deliver it. We embrace innovation in everything we do and actively seek to push the boundaries of what is possible with the tools available to us today. We are seeking to grow our Service Desk team by adding a Service Desk Engineer.

• You will ensure that you are able to help Apply Digital maintain our client platforms, and provide the best customer care to our clients
• You will be excellent at diagnosing, analyzing, troubleshooting and resolving IT problems and working with the SaaS providers and the development teams to fix issues
• You will be supporting dynamic, enterprise-level applications that integrate with multiple external systems
• Some problems will require code fixes, while others will need support tickets raised and monitored with 3rd party vendors. You will need the ability to understand where each is required
• You will be happy about the prospect of working in a growing business that is known for its excellence in engineering and delivery
• You will be aware of agile working methods and comfortable with the governance and management approaches favored by the types of large international businesses that make up the Apply Digital client base
• The work will be flexible hours and a hybrid working practice as the service desk will need to be servicing clients 24 hours a day, seven days a week

• Your passion for solving problems whether it be with infrastructure, e-commerce SaaS platforms or integrations with backend systems must be strong
• Must be an inquisitive, natural problem solver with a strong desire to resolve issues
• Experience of triaging issues created in a ticketing system and owning issues until they are completed
• Familiar with e-commerce concepts and terminology
• Confident in working with vendor platform support teams to resolve issues
• Business savvy, IT literate
• Comfortable working in a fast paced environment
• Flexible to work various hours as needed, including 12-hour shifts on weekends
• Ability to work on statutory holidays as this will be required for the role
• Proactive and inquisitive, self-led learner
• A great communicator and comfortable with written and spoken English
• Comfortable working as part of a Service Desk team and receiving or handing over tickets
• Experience of working with SLAs and adhering to service timelines
• Understands when escalation is required and when a problem can be solved
• Happy to work within a defined process and constantly looking for ways to improve procedures
• Update Knowledge Bases with discovered solutions not previously documented
• Comfortable working with multiple clients at the same time
• Provides guidance to client personnel to empower the users to help themselves
• Can lead a conversation and talk clients through configuration of the platform
• Consultative, good listener, insightful analyst when working with clients

• Knowledge of how modern SaaS ecommerce platforms work, such as BigCommerce or Commercetools
• Experience with Content Management Systems, such as Contentful, Amplience or ContentStack
• Experience with programming languages (ie. JavaScript) and be able to read code to understand where issues could be
• Comfortable working at the various levels of service desk with a desire to assist with the development of fixes
• Experience of test-driven and agile development methodologies
• Experience of Jira Service Management or similar tools
• Experience with AWS, GCP or Azure
• Experience with shell scripting
• Experience with relational and NoSQL databases (PostgreSQL, Redis etc.)
• Experience with containers (Docker, Kubernetes etc.)
• Comfortable discussing complex ideas with senior client stakeholders

• Flexibility — work where you work best
• Paid vacation over the legal limits
• Opportunities for advancement and growth
• Opportunity to travel to our global offices
• Regular in-person, hybrid, and remote team and company events (Drink and draw, curling, karaoke, escape rooms, and team summits!)