App Support Engineer

Requirements

· Required – Technical Skills

· Experience providing application support, maintenance, and troubleshooting

· Experience managing incidents and service requests

· Strong analytical and problem-solving skills

· Experience with ticketing tools and Jira

· Experience with application configuration, testing, reporting, and issue resolution

· Experience working directly with US-based clients in English-speaking environments

· Knowledge of application performance monitoring and support processes

· Experience participating in operational reviews and status reporting meetings

· Ability to collaborate with internal teams and external vendors

· Required – Soft Skills

· Excellent verbal and written communication skills

· Customer service orientation

· Team collaboration

· Proactive attitude and initiative

· Ability to learn new technologies and applications quickly

· Organization and task management skills

· Ability to work in dynamic environments

· Results-oriented mindset

Nice to Have (Technical Skills)

· Functional knowledge of Coupa

· Functional knowledge of Salesforce

· Experience with CRM platforms

· Experience supporting Azure-based applications

· Experience supporting .NET applications

· Experience supporting Java applications

· Experience with ServiceNow or similar support platforms

· Ability to learn and support specialized business applications with minimal ramp-up time

Responsibilities (Activities to perform)

· Diagnose and resolve application-related technical issues

· Provide functional and technical support to end users

· Manage incidents, service requests, and support tickets

· Perform application maintenance, configuration, and testing activities

· Monitor application performance and availability

· Collaborate with business users, IT teams, and vendors

· Track and document support activities through Jira and ticketing tools

· Participate in operational and status review meetings

· Validate application changes before deployment

· Create and maintain support documentation and knowledge articles

· Provide user guidance and knowledge transfer activities

· Support continuous improvement initiatives for applications and support processes

· Contribute to service quality and operational excellence

Required Languages

· English: Advanced

Additional Information

· Location

· Bogotá and surroundings (Hybrid), Rest of Colombia (Remote)

· Mexico (Hybrid)

· Special Conditions

· Direct interaction with US-based clients

· Continuous communication with business and technical teams

· Participation in operational reviews and support governance activities

· Focus on application stability, service quality, and user satisfaction

· Dynamic environment requiring adaptability and rapid learning of new applications and technologies