Tech Support II (They/She/He)

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

💪 Our career development philosophy. 

🤝 Our commitment to being a force for good. 

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

The mission of the Tech Support team is to help optimize engineering resources by training and resolving non-bug issues and reporting bugs with necessary information

THE JOURNEY

• Become a master of our Operations internal tools and processes, allowing you to troubleshoot any issues that may appear
• Identify and report new bugs to engineering teams
• Create and maintain knowledge database documents
• Manage troubleshooting and resolution of Level 1-2 issues, diagnostic and triage of complex issues to relevant engineering teams
• Consolidate knowledge base to improve first-level resolution and workflows
• Work closely with engineering teams to ensure that incidents are resolved within defined SLAs
• Escalate incidents when SLAs may be breached
• Ensure that relevant stakeholders are updated regularly
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop, and make a difference

WHAT YOU WILL BRING TO THE RIDE

• Relevant experience from an educational and working perspective
• Strong troubleshooting skills
• Experience with monitoring service applications like Grafana
• SQL querying skills
• Query data from our data lake and other sources, compare it and identify potential issues.
• Knowledge of visualization tools i.e: Looker experience is highly desirable.
• Understanding of JSON and XML
• Understanding of HTTP APIs (especially REST-style)
• Strong proven verbal and written communication skills in English and Spanish
• Ability to multitask and prioritize work
• Excellent organization skills (Detail-oriented, Routinely meets deadlines)
• Ability to work under pressure and adapt to a fast-changing environment
• Creative problem-solving skills
• An empathetic, inclusive, and curious attitude
• [Nice-to-have] Experience with Jira/Atlassian suite
• [Nice-to-have] Starburst knowledge

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 👪 Enhanced parental leave, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!