Service Desk Engineer (Weekend)

About the role

Join Apply’s Managed Services team as a Service Desk Engineer working weekend night shifts. You will provide technical support for enterprise clients, ensuring the stability and performance of modern SaaS e‑commerce platforms while delivering exceptional customer care.

Key responsibilities

• Triaging and owning tickets in Jira Service Management until resolution.
• Diagnosing, analyzing, and troubleshooting IT problems on client platforms.
• Guiding client personnel to empower self‑service and configuring platform settings.
• Collaborating with vendor support teams and senior client stakeholders.
• Maintaining accurate documentation and updating knowledge bases with new solutions.
• Adhering to SLAs, escalating when necessary, and continuously improving processes.

Required profile

• 0‑2 years of experience in technical support or IT service desk roles.
• Familiarity with e‑commerce concepts and terminology.
• Experience triaging issues using a ticketing system, preferably Jira Service Management.
• Based in Latin America and able to work Pacific or Eastern Timezone hours.

Required skills

• Jira Service Management

What we offer

• Hybrid/remote‑friendly work environment.
• Opportunity to work with leading consumer and entertainment brands.
• Weekend night shift schedule with rotating coverage.