• Serve as the first point of contact for customers seeking technical assistance over the phone or email. • Addressing issues escalated from first-level IT Support Analysts. • Assist in the mentoring and training of IT Service and Support staff. • Perform complex troubleshooting through diagnostic techniques and pertinent questions. • Determine the best solution based on the issue and details provided by customers. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Handle ad-hoc processes when needed. • Facilitate meetings with customers or additional support personnel when necessary to troubleshoot issues. • Provide accurate information on IT products or services. • Record events and problems and their resolution in logs. • Document troubleshooting steps and/or pertinent support information to the next level of support personnel. • Follow-up and update customer status and information. • Review, follow up, and assign or resolve aging records. • Pass on any feedback or suggestions from customers to the appropriate internal team. • Identify and suggest potential improvements to procedures.

• participate in all steps of a technology application development life cycle with a focus on the Java-based Adobe Experience Manager (AEM) platform. • assist with providing technological solutions that meet a given set of requirements following TNC Agile methodology and development best practices. • work independently or collaboratively on the design and development of new components, maintenance projects related to the CMS and websites that it hosts, content migrations, feature enhancements, and bug fixes. • analyze and review business requirements for projects of varying complexity and levels of impact to organization-wide initiatives. • perform other project related tasks such as writing and executing scripts, configuring front-end web servers, and troubleshooting and analyzing bugs. • monitor the TNC CI/CD pipeline for AEM and provide support for production problems as assigned. • review and approve git pull requests and conduct code reviews to validate moderately complex work done by other developers. • participate in regularly scheduled Agile ceremonies and other meetings as required.

• In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations. • Understanding of business requirements for our different customers and how they can be solved through AI Studio. • Participate in the software development lifecycle to learn the new system/feature. • Responsible for resolving the ticket queue through Zendesk. • Coordinating and leading troubleshooting through incident management. • Creating documents and maintaining our internal knowledge base. • Improving our internal processes between teams and support. • Assist and own production setups in client environments . • Own and report SLA and other key metrics. • Participate in a 24x7 rotational shift.

• Diagnosticar y configurar servidores con sistemas operativos Linux y Windows. • Proporcionar asistencia técnica a usuarios, realizando seguimiento y resolución de incidencias reportadas. • Documentar los casos atendidos y los cambios realizados, asegurando la trazabilidad de las soluciones aplicadas. • Coordinarse con el área de infraestructura y el soporte de primer nivel para escalar o resolver problemas en conjunto. • Analizar y resolver reclamaciones técnicas complejas, aplicando criterios de mejora continua. • Garantizar el cumplimiento de los estándares de calidad en las intervenciones y tareas ejecutadas. • Colaborar en la mejora de procedimientos internos y documentación técnica. • Identificar incidentes masivos, documentarlos correctamente y realizar aportes de valor en su resolución. • Participar activamente en reuniones del equipo y proponer mejoras en procesos técnicos.