Service Desk Engineer – Weekend Night Shift

About the role

Join Apply as a Service Desk Engineer working weekend night shifts. You will provide technical support for enterprise clients using modern SaaS e‑commerce platforms, ensuring platform stability and excellent customer care.

Key responsibilities

• Triaging and owning tickets in Jira Service Management, diagnosing and resolving IT issues.
• Guiding client personnel and leading configuration conversations.
• Participating in a 24/7 Service Desk team, adhering to SLAs and escalating when needed.
• Collaborating with vendor support teams and communicating with senior client stakeholders.
• Updating knowledge bases, documenting resolutions, and executing end‑to‑end deliverables.

Required profile

• 0‑2 years of experience in technical support or IT service desk roles.
• Familiarity with e‑commerce concepts and terminology.
• Experience using a ticketing system, preferably Jira Service Management.
• Availability to work two 12‑hour weekend nights per week on a rotating schedule.
• Based in Latin America, preferably aligned with PT or ET time zones.

Required skills

• Jira Service Management
• Ticketing systems

What we offer

• Hybrid/remote‑friendly work environment.
• Opportunity to support leading consumer and entertainment brands.
• Professional growth in a fast‑moving, AI‑native services company.