• 40 hours on direct phone queue related issues with wholesale customers and SIP carriers – this includes logged in and in an incoming call state for 40 hours every week (exceptions only as approved by direct manager or Support Director). • Must obtain required certifications and training for role and assigned queues. • Answer phone calls, respond to emails and respond to internal escalations. • Diagnose and fix problems encountered with Intermedia voice products or escalate to appropriate internal or external parties. • Maintain and improve policies, procedures and knowledge base and wiki articles. • Actively pass knowledge to co-workers at every opportunity. • Communicate with wholesale customers and SIP carrier NOCs to resolve technical problems. • Work as defined (in advance) by Support management on specific projects with system engineers and developers when troubleshooting problems and implementing fixes and workarounds. • Prepare outage and incident reports for the Intermedia production and back office systems. • Monitor and respond to production systems issues and fraudulent activity. • Act as a technical leader/resource to other internal teams. • Adhere to defined SLA requirements. • Must be willing to work on an on-call support rotation.

👉 Resumen Buscamos un nuevo GIGAnte para integrarse a nuestro equipo como Ingeniero de Soporte en Comunicaciones Junior, un profesional con sólida experiencia en soporte técnico de comunicaciones, especializado en tecnologías Cisco (switching y routing), y que cuente al menos con la certificación Cisco CCNA. Además, deberá poseer conocimientos en comunicaciones alámbricas e inalámbricas, asegurando una atención eficiente y de alto nivel en cada proyecto.. 👉 Lo que harás - Acompañar la experiencia de los colaboradores a través de la resolución de dudas - Soporte de aplicaciones - Colaborar en la gestión documental del área. - Mantenimiento de equipos - Resolución de incidentes - Seguimiento de incidentes - Atención interna al cliente - Realizará guardias diurnas o nocturnas. - Soporte de red - Participar en el desarrollo de actividades de resolución de problemas para los sistemas instalados. - Mantenimiento preventivo de software y base de datos, refiriéndose a sistemas de datos corporativos - Generación de informes - Colaboración en equipo - Uso de herramientas de diagnóstico y análisis para la resolución de problemas 👉 Esperamos que tengas - Experiencia en tareas de soporte y atención a los usuarios finales, directores, gerentes o gerentes de área - Conocimiento de la telefonía IP de Cisco - Conocimiento de Cisco Networks y Cableado Estructurado - Certificación Cisco CCNA - Conocimientos sobre el uso del ordenador - Conocimiento del equipamiento de infraestructuras - Habilidades de soporte técnico para equipos informáticos y usuario 👉 Que ofrecemos 🚀Un emocionante viaje de crecimiento y una ambición interminable de desarrollarse como empresa ❤️ Una cultura de trabajo amigable, solidaria y humilde donde el equipo siempre es lo primero 🌱 Oportunidades de desarrollo profesional y crecimiento personal 🙌 Colegas apasionados, de alto rendimiento y genuinos 🧘🏻‍♂️ Nos preocupamos por lo importante: resultados y bienestar 🌈 Programa de referidos: programa de referencia a un colega: disfrute de una recompensa increíble si recomienda a un amigo o colega a GIGA IT y lo contratamos. 🏥 Seguro de gastos médicos mayores 💵 A convenir 📆 Festivos locales 🏖️ PTO de 15 días hábiles y programa de flexibilidad 👩🏻‍💻 Notebook 👉 Acerca de GIGA IT Creemos que nuestro valor diferencial radica en nuestro capital humano, construyendo una relación duradera más allá de los simples entregables. Serás parte de una empresa latinoamericana con equipos expertos que pueden enriquecer tus conocimientos. Gracias a nuestra forma flexible de trabajar, aprovechamos el talento de nuestros colaboradores ubicados en diferentes regiones del mundo. Nuestros valores fundamentales son: - Confiable: Construimos relaciones de confianza y legítimas con nuestros clientes externos e internos. - Adaptables: Somos flexibles para adaptarnos a entornos complejos. - Apasionados: Amamos lo que hacemos. - Comprometidos: Nos comprometemos a actuar con responsabilidad y eficiencia en cada paso del camino. 💡 ¿Sientes que este es un desafío emocionante para ti? Entonces, no dudes en aplicar. Estamos ansiosos por conocerte y crecer juntos 🚀

Taulia's Commitment: Diversity, Equity, and Inclusion It is our duty to create and advance a diverse and inclusive company where all Taulians feel they are celebrated. All individuals are welcomed, free to express themselves and rewarded for showing up as authentically every day. By hiring women, people of color, individuals with disabilities, veterans, people of all sexual orientations and from underrepresented and marginalized communities, Taulia will revolutionize fintech. About the Job We are seeking a highly capable AI Implementation Support Engineer to join our IT Department. This critical role will be instrumental in empowering our employees and teams to effectively integrate Artificial Intelligence into their daily work processes and workflows. The AI Implementation Support Engineer will serve as the primary AI technical implementation and support expert. When not engaged in primary AI support duties, you will dedicate your available time to serving as a supplemental member of the Corporate IT Support team, assisting end-users with the support queue and general IT operations. Compensation & Pay Transparency: SAP Taulia believes that pay transparency contributes to an honest, supportive culture and is a vital part of our commitment to equity. The estimated annualized base salary range for this position is $120,000 - $160,000 USD. This range represents a good-faith estimate of the base salary at the time of posting. Actual compensation will be determined by a variety of factors, including (but not limited to) the candidate’s specific skills, depth of experience, qualifications, and geographic location. AI Responsibilities As the AI Implementation Support Engineer, you will be responsible for: Collaboration with AI Center of Excellence (CoE): - CoE Partnership: Partner closely with the AI CoE leadership, Program Managers, and Solutions Architects to ensure the smooth rollout and support of new AI agents and complex workflows. - Technical Feasibility: Assist the CoE during opportunity audits and requirements gathering by providing technical feasibility assessments for proposed AI use cases. - Feedback Loop: Act as the primary bridge between end-users and the CoE, synthesizing support ticket data, user issues, and feature requests to inform the CoE's roadmap and prioritization. - Data Quality Liaison: Collaborate with the AI Data Engineer to identify, report, and troubleshoot data access or quality issues that impact the performance of AI tools and agents. AI Security & Governance Support: - Policy Enforcement: Serve as the primary operational check for the Employee AI Technology Use and Data Sharing Policy, ensuring employees understand the distinction between "Approved" and "Public" AI tools and the associated data handling rules (Restricted, Sensitive, vs. Unrestricted data). - Connection Governance: Manage the intake and initial review of AI Agent (e.g. MCP) connection requests, ensuring that business justifications and data classifications are documented before escalating to the Security team for final approval. - Access Control: Manage user provisioning and access rights for the "Approved AI Tool List," strictly to the Principle of Least Privilege to prevent unauthorized data exposure. - Responsible AI Advocacy: Embed governance principles into all support interactions, reinforcing the mandatory "Human Review" requirement for AI-generated content and flagging high-risk use cases to the CoE. AI Tool Implementation & Support: - Facilitating the successful implementation and adoption of approved AI tools within daily work processes and workflows (e.g., integrating an AI-powered document analysis tool to automate contract review in legal, or a generative AI assistant for content creation in marketing). - Acting as the primary support for AI-related questions and technical issues, troubleshooting, and resolving advanced challenges. Platform Expertise & Research: - Maintaining up-to-date knowledge of all approved AI tools and platforms, specifically those relevant to Taulia and SAP environments. - Conducting ongoing research into new and emerging AI technologies and tools, assessing their potential value and compatibility for organizational use. Training & Enablement: - Feature Release Management: Track, test, and plan the rollout of new features from AI vendors (e.g., Glean, approved LLMs), ensuring the organization is prepared for updates. - Creating documentation and best practices guides to facilitate self-service AI adoption. - Developing and delivering comprehensive training programs and workshops to educate employees on the effective and responsible use of AI tools. IT Responsibilities IT Operations & Support - Monitor and resolve tickets in the IT Service Desk (Jira) queue within defined SLAs, ensuring timely support for internal employees. - Hardware & Software Troubleshooting: Provide Tier 1 and Tier 2 support for company-issued hardware (macOS and Windows laptops), peripherals, and core software applications (Google Workspace, Slack, Zoom, etc.). - Access Management: Assist with user lifecycle management, including onboarding new hires, processing offboarding requests, and managing access to systems via Okta and Active Directory. - Infrastructure Support: Troubleshoot basic network connectivity issues (VPN, Wi-Fi) and assist with general system administration tasks as needed to support global operations. Qualifications - Proven experience (5+ years) in IT, software development, or a technical consulting role, with a strong focus on Generative AI, LLMs, and Agentic Workflows (e.g., RAG, prompt engineering, tool calling) rather than traditional academic Machine Learning. - Sales Engineer Mindset: Demonstrated ability to act as a "Solutions Consultant" for internal teams—gathering requirements, building rapid proofs-of-concept (POCs), and providing compelling demos and user education. - IT Support Experience: Demonstrated experience with IT service management (ITSM) tools (e.g., Jira Service Management) and a strong understanding of IT support processes (incident management, request fulfillment). - Security & Governance Awareness: Familiarity with enterprise data privacy standards (e.g., GDPR, SOC2) and experience working within defined security policies, particularly regarding data classification and access control. - Technical Troubleshooting: Sold hands-on experience troubleshooting macOS and Windows environments, SaaS applications (Google Workshop, Okta, Slack), and basic networking concepts. - Hands-on experience with AI tools and platforms, particularly those relevant to enterprise systems like Taulia and SAP (Glean, n8n, MCP are pluses). - Experience in project management or leading technical initiatives is a plus. Skills - Strong understanding of AI/ML concepts and practical applications, with expertise in effective prompting and interaction with AI models. - Strong analytical and problem-solving skills, with the ability to diagnose and resolve both complex AI technical issues and standard IT support requests. - Excellent communication, interpersonal, and presentation skills, with the ability to translate complex technical concepts into understandable terms for diverse audiences. - Demonstrated experience in business analysis, including requirements elicitation, process mapping, and stakeholder management. - Ability to work independently and collaboratively in a fast-paced, evolving environment. About Taulia Taulia is a fintech company that is part of the SAP group. More than 2 million businesses in over 150 countries collaborate on our network. Our customers include Airbus, AstraZeneca, and Nissan. We help them and their suppliers access cash when and where they need it most. Some of our customers have improved their working capital by more than $1 billion while making their supply chains more resilient and sustainable. For more information, please visit www.taulia.com. At Taulia, we are embracing Artificial Intelligence to revolutionize our industry and empower our team. We believe AI is a fundamental tool for innovation, efficiency, and creative problem-solving. We are looking for forward-thinking individuals who share our excitement for the future and are eager to learn, experiment, and grow with us in an AI-driven landscape. If you have a curious, adaptive, and collaborative mindset, you will thrive here. Benefits - Remote-friendly environment - Flexible work schedule - Comprehensive Insurance Coverage (Medical, Dental, Vision, Life) - Comprehensive PTO Structure (PTO, Sick Leave, Bereavement) - Global Parental Leave - 401k with match - Company-issued equipment (laptop, monitor, etc.) - Career Development / Pathing - EAP Program / Mental Health Advocacy - Supportive Work Culture Taulia is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• Triage and resolve incoming inquiries via our ticketing system, phone, and live chat • Write and maintain high-quality product documentation and FAQs • Replicate and document product issues • Act as a trusted bridge between the customer and our development team