Job Category : Colombia Requisition Number : APPLI001239 Posted : March 26, 2025 Employment Type : Full-Time Location : Bogota, CO 110221, COL Description Product-related technical incident and request handling and resolution. Support ticket handling within the contractual service levels and quality expectations defined for the area. Inbound call handling for customers reaching out via phone call. Log analysis for applications, databases, and operating systems. Diagnose and troubleshoot Appgate products application errors. Technical escalations to higher levels of support (L2 or Engineering/DevOps), in a detailed and timely manner, following the procedures and standards defined for the support area. Detailed activity documentation during support case handling, using the defined ticket management application and other alternative tools like email and shared repositories (Wiki, SharePoint, Teams). Active participation in the training activities defined for the team (courses, workshops, sessions, etc.). Must be able to work all shifts. Qualifications Behaviors Preferred Team Player Works well as a member of a group. Motivations Preferred Growth Opportunities Inspired to perform well by the chance to take on more responsibility. Education Preferred Some post-college or better in Engineering. #J-18808-Ljbffr