On-Duty Customer IT Support Specialist - Middle+

We are looking for a On-Duty Customer IT Support Specialist to join our Customer IT Support team.

The Customer IT Support team is responsible for managing technical issues of the company’s clients, resolving issues related to the company’s products, and ensuring users have a clear understanding of how to use them.

Challenges that await you:

• Coordinate our incident response from detection to resolution by operating quickly.
• Respond instantly and effectively to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
• Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution
• Monitor the health of critical company services and infrastructure
• Keep internal stakeholders updated on the 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:

• Must have 2+ years of experience in handling significant incidents in a 24/7 high-load environment.
• 3+ years in customer-facing roles in 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
• Availability to work an 8-hour shift within the 08:00–20:00 window across LATAM time zones (UTC−6 to UTC−3). The exact working hours may vary depending on business and team coverage needs.
• B1 or higher English level for effective communication with an international team

Work schedule:

Approximately 70% of the time, the standard 5/2 work schedule.

For approximately 30% of the time, when another team member is on annual leave, the schedule changes to the following 4-day rotating shift pattern:

Day 1 – Day shift from 08:00 to 20:00
Day 2 – Night shift from 20:00 to 08:00
Day 3 – Rest day (recovery after the night shift)
Day 4 – Day off

Your Bonus Skills:

• Experience in Public Cloud, Microservices, and monitoring systems.
• Support or another technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, Kafka (support or other technical experience with any of them).
• Experience working with ITSM systems and/ or with incidents.io, Rootly, FireHydrant, or similar Incident Management Systems
• Experience building a monitoring function, including alert setup and dashboard creation