Junior 2nd Line Support Engineer - Remote job (Shifts: including nights & weekends)

You’ll be joining a global team of support professionals working fully remotely across multiple time zones. The department is divided into 1st line support, focused on fast, customer-facing requests, and 2nd line support, handling deeper technical investigations and more complex cases.

Our team’s priority is making customers happy by helping them solve issues through self-service and providing quick, effective solutions whenever personal assistance is needed. Right now, we’re heavily focused on:

• Building and maintaining a high-quality Knowledge Base (KCS/KCS-driven),

• Developing self-service tools for both customers and internal teams,

• Growing technical expertise so we can handle increasingly sophisticated tasks.

This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage.

This role is ideal for recent graduates who are eager to begin their career in the IT industry and gain hands-on experience in a supportive, fully remote environment.

• Work in rotational shifts to provide 24/7 support to customers

• Work with issues too technical for the 1st line

• Solve issues too simple for the Dev team

• Investigate, assess, describe, prioritize and systematize issues for further escalation

• Reduce manual work by creating automation scripts/SQL queries/Support tools

• Technical ownership of Admin control panel

• Document solutions and workarounds in Confluence/KB

• Educate 1st line on issues they can solve themselves

• Improve support workflow by introducing new and improving existing processes and methodologies

• Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP)

• Escalate critical and complicated issues to senior 2nd Line Team

• Monitor alerts (registry health, fatal errors, DevOps alerts, etc.) and flag issues to relevant teams

• Communications:

  • Manage 1st line’s expectations in regard to escalated issues

  • Assess, process, and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately

  • Filter information received from the 1st line and translate only the necessary to the Dev team

  • Translate information from the Dev team to the 1st line in a clear, timely, and comprehensive manner

• Bachelor’s degree in Information Technology, or a related IT field

• Advanced written and spoken English
• Technical Skills
  • Advanced written and spoken English
  • Basic knowledge of DNS
  • Basic proficiency in Linux (certification such as RedHat or Linux Foundation is a plus)
  • Basic knowledge of MySQL
  • Familiarity with email systems, logs, and scripting fundamentals
  • Ability to troubleshoot technical issues and interpret system behaviour
• Communication & Collaboration Skills
  • Ability to explain technical topics clearly to both technical and non-technical audiences
  • Strong written communication skills (documentation, tickets, emails)
  • Clear, structured, and transparent communication style
  • Respectful and constructive collaboration with teammates
  • Ability to provide constructive feedback when needed
• Customer & Team Mindset
  • Strong customer-focused attitude with a willingness to support internal and external users
  • Approachable, supportive, and empathetic communication style
  • Ability to remain patient in challenging situations
  • Comfortable working in a collaborative, cross-team environment
  • Ability to handle conflicts professionally and find practical solutions
• Working Style & Personal Qualities
  • Action-oriented with a proactive approach to problem-solving
  • Comfortable working in a fast-paced technical environment
  • Ability to make timely and sound decisions
  • Strong sense of ownership and responsibility
  • Commitment to continuous learning and self-development

• Advanced written and spoken Spanish

• 100% Remote Work: Work from anywhere in the world - we’re a fully remote company with no mandatory office presence.

• Working Hours

First two months: 6:00 AM – 2:30 PM Bogota time, Monday to Friday.

After onboarding: Monday - Sunday (with 2 days off): 1:30 PM to 10:00 PM Bogota time (we can also discuss changes in the schedule)

• Paid Time Off & Sick Leave: We encourage rest and recovery — take time to recharge when needed.
• Quarterly & Annual Reviews: Transparent performance conversations with space to grow, learn, and progress.
• Global Team Culture: Collaborate with open-minded colleagues from over 25 countries - we value diversity and inclusion.
• Regular Online & Offline Events: Virtual coffee breaks, online games, meetups, and company gatherings to keep our connections strong.
• Learning & Growth Opportunities: Internal workshops, cross-team projects, and knowledge-sharing sessions to keep developing your skills.
• Modern Remote Workplace: We’re proud to be an ISO 27001-certified organization, ensuring high standards of security and professionalism in everything we do.
• Tools That Empower You: We provide access to top collaboration tools and platforms that make remote teamwork efficient and enjoyable.
• Supportive Environment: A culture that values trust, transparency, and wellbeing, we believe happy people build better products.