Technical Support Specialist

Purpose

The Technical Support Specialist role contributes to the overall success of the unit by ensuring the stability, availability, and performance of critical systems that enable business operations. The role executes assigned goals and initiatives through effective troubleshooting, issue resolution, and proactive support, ensuring timely delivery aligned with team objectives.

It collaborates with technical and business teams to address incidents, communicate impacts, and coordinate solutions, thereby supporting overall service delivery. Additionally, the role operates within established governance frameworks, ensuring adherence to internal policies, security standards, and regulatory requirements.

Through continuous monitoring, issue analysis, and process improvement, the Technical Support Specialist enhances operational efficiency and supports the organization’s strategic objectives.

Accountabilities

Ensure reliable and efficient operation of systems and applications, supporting business continuity

Deliver timely and effective resolution of incidents and service requests, minimizing business impact

Maintain compliance with regulatory, security, and internal policy requirements

Provide clear, consistent, and proactive communication with stakeholders

Ensure high-quality end-user experience and service satisfaction

Support system stability and performance during operational and change activities

Identify, escalated, and manage risks, incidents, and critical issues effectively

Contribute to knowledge management and documentation practices

Ensure adherence to SLAs, KPIs, and operational performance standards

Drive continuous improvement initiatives to enhance service delivery and operational efficiency

Dimensions

Provides technical support for systems and applications supporting regional operations across LATAM and global teams

Supports multiple business units and end-users, ensuring continuity of critical services

Contributes to the resolution of incidents impacting business-critical systems

Operates within defined service levels (SLAs), supporting operational performance and service delivery targets

Education / Experience / Other Information

Education

Bachelor’s degree in computer science, information technology, engineering, or related discipline

Experience

3–5 years of experience in application/system support roles

Experience troubleshooting applications.

Exposure to incident management, problem resolution, and service delivery environments.

Experience working with ticketing tools, monitoring tools, or support platforms.

Experience collaborating with cross-functional teams (IT, vendors, business stakeholders)

English level: Intermediate–Advanced (B2 minimum), with ability to communicate effectively in professional and technical environments.

Core Competencies

Strong analytical and problem-solving skills

Excellent communication skills (technical and non-technical audiences)

Customer-focused with strong service orientation

Ability to prioritize and manage multiple issues simultaneously

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.

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