Tech Support Analyst

hace 5 días


Quito Jelou AI Full time

Sobre Jelou

En Jelou construimos agentes de IA que ejecutan operaciones que mueven dinero dentro de canales conversacionales, principalmente WhatsApp. Integramos pagos, verificación de identidad, flujos de crédito y firmas electrónicas directamente en el chat, permitiendo a bancos, fintechs, retailers y empresas en LATAM generar transacciones seguras, escalables y orientadas a revenue.
Solo en el último año, las AI Apps construidas sobre nuestra infraestructura procesaron más de USD 100 millones en transacciones financieras.

Como Tech Support Analyst

Serás una pieza clave para garantizar la continuidad operativa y la estabilidad técnica de la plataforma de Jelou en LATAM. Tu rol será asegurar que incidentes técnicos —desde integraciones hasta servicios distribuidos— se diagnostiquen, resuelvan y escalen de forma eficiente, manteniendo una experiencia confiable para usuarios internos y clientes externos.

Trabajarás de forma transversal con los equipos de Producto, Tech, Brain, Apps, Customer Support y Operaciones, convirtiendo el soporte técnico en un habilitador del crecimiento y no en un punto de fricción. Este rol combina análisis técnico, comunicación clara y documentación rigurosa, incluso en contextos de alta presión.

Qué harás

Serás responsable del soporte técnico de primer y segundo nivel, diagnosticando y resolviendo incidencias relacionadas con hardware, software, redes, plataformas web e integraciones. Asegurarás la continuidad operativa de los sistemas y servicios de Jelou, gestionando incidentes tanto de usuarios internos como de clientes externos.

Analizarás causas raíz de problemas técnicos y documentarás soluciones de manera clara y estructurada, manteniendo actualizados los registros de incidentes, tiempos de resolución y acciones tomadas. Escalarás eficientemente los casos que requieran intervención de equipos especializados, asegurando trazabilidad y coordinación efectiva.

Comunicarás de forma clara y empática el estado de las incidencias a usuarios técnicos y no técnicos, capacitando a clientes y equipos internos en el uso correcto de la plataforma. Informarás proactivamente sobre incidencias que puedan impactar la experiencia y asegurarás una comunicación consistente durante todo el ciclo de resolución.

Además, contribuirás a la mejora continua del soporte técnico, proponiendo optimizaciones basadas en incidencias recurrentes, colaborando en automatizaciones e integraciones, y adaptándote rápidamente a nuevas herramientas y cambios tecnológicos a medida que Jelou escala.

En el día a día, podrás estar resolviendo tickets críticos, analizando logs, documentando soluciones, coordinando escalaciones con equipos técnicos o apoyando mejoras operativas del área de soporte.

Buscamos a alguien con

Formación en informática, ingeniería en sistemas, telecomunicaciones o carreras afines, y al menos un año de experiencia en soporte técnico, gestión de incidentes tecnológicos o desarrollo junior. Conocimientos técnicos en JavaScript, HTML, microservicios, hardware, software y redes, y capacidad para analizar problemas, documentar soluciones y dar seguimiento riguroso a los casos.

Valoramos habilidades de comunicación clara y empática, orientación al cliente y capacidad para trabajar de forma colaborativa en entornos dinámicos y de rápido crecimiento. Experiencia con APIs, sistemas de ticketing, CRM, gestión de SLAs, automatizaciones e integración de sistemas es un plus, así como un nivel básico–intermedio de inglés para documentación técnica.

¿Te interesa?

Postúlate y ayúdanos a garantizar la estabilidad, confiabilidad y escalabilidad técnica que permite a Jelou seguir moviendo conversaciones que generan revenue real.


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