Application Support Engineer Level 1
New
A
AppGateFraud Protection
Bogotá, Distrito Capital de Bogotá, Colombia, 24x7 shiftsFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Spanish and English
- Experience
- 1–2 years
- Required Skills
- PostgreSQLSQLMicrosoft SQL ServerMongoDBOracleRESTful APIsTechnical support
Requirements
- Academic background in Systems Engineering, Electronics, Telematics, or a related field.
- 1–2 years of experience in technical customer service, application support, or a similar role.
- Knowledge of PostgreSQL, MS SQL, Oracle, or MongoDB, including schemas, relationships, keys, and troubleshooting queries.
- Working knowledge of REST APIs and HTTP methods.
- Fluent customer communication in Spanish and English.
- Availability for scheduled 24x7 shifts.
- Experience with troubleshooting tools such as SOAPUI, Postman, Android Studio, Wireshark, New Relic, or AWS CloudWatch (preferred).
- Working knowledge of Windows, Linux, macOS, AWS, and networking concepts such as TCP/IP, SSH, and DNS (preferred).
- Familiarity with Fraud Protection products, microservices, and tools such as SharePoint, Confluence, JIRA, and MS Office (preferred).
Responsibilities
- Own Level 1 technical incidents and service requests for Fraud Protection products, from diagnosis through resolution or escalation.
- Provide customer support through scheduled 24x7 shifts, including inbound calls and critical conference calls.
- Keep customers informed through proactive follow-ups that gather technical details and move cases toward resolution.
- Troubleshoot applications, databases, operating systems, APIs/integrations, networks, and monitoring alerts using logs and diagnostic tools.
- Plan and execute RBA product upgrades and installations in financial and enterprise certification/development environments.
- Build test environments, reproduce errors, and analyze integration flows to support advanced troubleshooting and escalation.
- Partner with Operations, Delivery, and CSM, escalating complex cases to L2, Engineering, or DevOps with clear documentation and reliable follow-through.
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