We are hiring in Latin America!
🟢 Dev.Pro is a global team of IT professionals helping tech companies scale their business through software engineering expertise. Operating as a remote-first company, our developers work across 55+ countries on five continents, giving us the flexibility and skillset to deliver high-quality engineering for projects of any size or complexity. Clear communication and following through on our commitments are at the core of how we work. Our people have the freedom to work from anywhere, along with the opportunity to grow — both professionally and personally — as part of a diverse, dedicated team.
Our client is looking for a Digital Support Analyst to join their Guest Engineering team supporting digital and e-commerce services used by guests and franchise locations globally. In this role, you'll help ensure issues affecting the digital experience are addressed with the appropriate urgency. You'll collaborate with internal teams and external partners to drive technical issues to resolution and support changes to digital services.
🟩 What's in it for you:
- Support digital services that power the ordering experience for millions of guests worldwide
- Solve real-world technical challenges and strengthen your investigation and incident management skills
- Gain hands-on experience with AWS Lambda, Dynatrace, Postman, and more
✅ Is that you?
- 5+ years of experience in technical support roles
- Strong investigation, root-cause analysis, and incident management skills
- Experience triaging, investigating, and escalating technical issues based on impact and severity
- Strong verbal and written communication skills
- Experience with technical documentation and translating technical issues to non-technical audiences
- Collaborative mindset and ability to explore solutions beyond standard procedures
Desirable:
- Familiarity with AWS Lambda and Dynatrace
- Prior QSR experience supporting public-facing e-commerce applications
- Experience supporting third-party delivery applications or integrations
- Familiarity with Postman and ServiceNow
- Familiarity with DynamoDB, Azure DevOps, and BrowserStack
- Experience with Point-of-Sale (POS) support
- Experience with public-facing support or support across a large client/user base
- Bachelor’s degree or higher in Computer Science, Software Engineering, or a related field, or relevant practical experience
🧩Key responsibilities and your contribution
In this role, you'll help address issues affecting the digital experience and support their timely resolution.
- Respond to and triage alerts related to e-commerce applications and services
- Escalate incidents as needed based on their impact and severity
- Triage and investigate incidents escalated from Level 1 Technology Support
- Track incidents through resolution, escalating to additional teams as needed
- Respond to out-of-band and ad-hoc support requests
- Support new application and service deployments
- Work with development teams and external partners to drive issues or changes to resolution
- Monitor and analyze logs, trends, and guest feedback related to digital services
- Relay information, knowledge, and status updates to support teams
Our next steps:
✅ Submit a CV in English — ✅ Intro call with a Recruiter — ✅ Internal interview — ✅ Client interview — ✅ Offer
Interested? Find out more:
📋How we work
💻 LinkedIn Page
📈 Our website
💻IG Page
Skills Required
- 5+ years of experience in technical support roles
- Strong investigation, root-cause analysis, and incident management skills
- Experience triaging, investigating, and escalating technical issues based on impact and severity
- Strong verbal and written communication skills
- Experience with technical documentation and translating technical issues to non-technical audiences
- Collaborative mindset and ability to explore solutions beyond standard procedures
- Familiarity with AWS Lambda and Dynatrace
- Prior QSR experience supporting public-facing e-commerce applications
- Experience supporting third-party delivery applications or integrations
- Familiarity with Postman and ServiceNow
- Familiarity with DynamoDB, Azure DevOps, and BrowserStack
- Experience with Point-of-Sale support
- Experience with public-facing support or support across a large client or user base
- Bachelor's degree or higher in Computer Science, Software Engineering, or a related field, or relevant practical experience
What We Do
Dev.Pro helps innovative technology companies scale their business by leveraging our software engineering expertise to support them every step of the way. It was founded by entrepreneurs and technologists, with the goal of helping technology-driven companies to develop their innovative software products and grow their businesses. True to our roots, we remain creative and nimble, tailoring our engagement with clients to meet their specific needs. Some come to us for our engineering expertise, some for the rapid delivery, and some for cost efficiency. But what truly sets us apart is the alliance we forge with our clients over time, aligning our success with theirs. None of this would be possible without the people who choose to grow their careers with us. If you're one of the candidates we're in touch with: Dev.Pro recruiters only ever contact candidates from @dev.pro email addresses. We will never ask you to open unfamiliar links, install software, or run code as part of our hiring process. If you receive a suspicious message claiming to be from Dev.Pro, please reach out to us directly at [email protected].
