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Performs customer experience observations and quality evaluations for call center teams. Analyzes CSAT, issue resolution, ASAT, contact drivers, defects, and root causes to identify improvement opportunities. Provides targeted coaching recommendations, supports continuous improvement initiatives, participates in calibration sessions, and maintains contact-handling expertise. The role also delivers team-level performance analysis and follows up with consultants to improve quality and customer satisfaction.

Provides Tier 1 remote IT support by triaging ServiceNow tickets, troubleshooting hardware and software, configuring laptops and peripherals, deploying software, managing assets and access, performing system health checks, and escalating complex issues. The role also creates knowledge-base documentation, supports onboarding, maintains software and hardware records, and coordinates with vendors to resolve technical problems.

Provides technical support for IoT devices and web applications, communicates clearly with customers, troubleshoots Windows, Linux, hardware, and software issues, and collaborates with product, marketing, program, and engineering teams. Uses Zendesk, Jira, Confluence, Salesforce, and ServiceNow to manage support requests and deliver sustainable resolutions. The role is full-time and onsite in Bogotá.

Leads and develops a customer support team serving a streaming campaign. Responsibilities include achieving KPIs, coaching employees, managing attendance and workforce productivity, improving customer experience, analyzing operational data, preparing performance reports, handling escalations, and implementing process improvements. Partners with HR, operations leadership, clients, and cross-functional stakeholders to support employee engagement, compliance, change management, and successful program execution.

Leads the offshore Infrastructure and Cloud Management practice and Center of Excellence. Owns technical strategy for major pursuits, solution architecture, RFPs, capability roadmaps, service offerings, accelerators, partnerships, and delivery governance. Drives AIOps, automation, cloud modernization, reusable intellectual property, operational maturity, customer escalation management, and productivity improvements while building scalable capabilities and supporting organizational growth.

Designs, deploys, and operates secure, scalable AWS infrastructure using Terraform and Kubernetes. Manages cloud networking, VPNs, firewalls, IAM, RDS connectivity, monitoring, and CI/CD integrations. Troubleshoots production infrastructure and networking incidents, automates operational tasks with scripting, and supports reliable, secure production environments. Requires strong AWS networking, Kubernetes administration, infrastructure-as-code, Linux, security, and communication skills. This is a hybrid role in Bogota, Colombia.

Designs, implements, hardens, and integrates CyberArk PAM solutions across applications, servers, databases, service accounts, and enterprise platforms. Responsibilities include privileged account onboarding, credential rotation, session management, architecture assessments, technical workshops, documentation, troubleshooting, and stakeholder collaboration. The role ensures alignment with enterprise security, compliance, and operational standards.

Lead the end-to-end lifecycle of cloud ecosystems by architecting, deploying, and maintaining scalable, secure, highly available infrastructure. Drive automation, optimization, and cloud best practices across AWS and GCP environments. Provide technical leadership and mentorship, collaborate with cross-functional teams, manage global teams and project lifecycles, and evaluate emerging cloud technologies to improve strategy.

Own cloud, Kubernetes, CI/CD, endpoint, and network security across GCP and AWS. Responsibilities include IAM, CSPM, cluster hardening, runtime protection, GitLab pipeline security, secrets management, attack-surface reduction, compliance for SOC 2, HIPAA, and ISO 27001, incident response, threat modeling, and security automation.

Manage a customer service team of 18–20 associates in a technology or telecommunications environment. Drive performance, productivity, attendance, utilization, service quality, and customer satisfaction metrics. Handle queue administration, reporting, corrective actions, employee development, training, motivation, recognition, and client communications. Resolve issues, implement improvement strategies, monitor team performance, and provide timely updates to leadership.