Job description
We are looking for a Customer IT Support Specialist to join our Customer IT Support team.
The Customer IT Support** team is responsible for providing technical support to our customers, resolving issues related to Plata’s products, and ensuring users have a smooth and reliable experience. We work closely with cross-functional teams to troubleshoot technical problems, deliver timely solutions, and help customers get the most out of our products.
As a Customer IT Support Specialist**, you will investigate and resolve customer technical issues, provide clear guidance on product functionality, and collaborate with internal teams to ensure fast and effective issue resolution. You’ll play a key role in delivering an exceptional customer experience while contributing to the continuous improvement of our support processes and products.
** Challenges that await you:**
- Coordinate incident response from detection to resolution by operating quickly and effectively.
- Respond to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
- Coordinate actions across multiple teams to resolve incidents as quickly as possible and stay involved until full resolution.
- Monitor the health of critical company services and infrastructure.
- Keep internal stakeholders updated on incident status and resolution progress.
- Organize post-incident recovery actions and customer communication.
- Prepare post-incident reviews to identify root causes and improve future responses.
What makes you a great fit:
- 2+ years of experience handling significant incidents in a high-load production environment.
- 3+ years of experience in customer-facing roles within support, product, or service delivery.
- Ability to coordinate multiple teams simultaneously.
- Understanding of how large-scale IT systems work and interact.
- High sense of responsibility and strong self-organization skills.
- English level B1 or higher for effective communication with an international team.
Your bonus skills:
- Experience with Public Cloud, Microservices, and monitoring systems.
- Technical or support experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
- Experience working with ITSM systems and/or incident management platforms such as incidents.io, Rootly, FireHydrant, or similar.
- Experience building monitoring processes, including alert configuration and dashboard creation.
Our ways of working:
- **Innovative Spirit: **A commitment to creativity and groundbreaking solutions
- Honest Feedback: valuing open, transparent communication
- **Supportive Team: **a strong, collaborative community
- **Celebrating Achievements: **recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
Our benefits:
- **Relocation support **to one of our hubs — Colombia, Georgia, Serbia — with assistance for the employee and their family
- **Flexible work **from one of our offices or remote
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave