• Own escalations: take the most technical support tickets and unblock users quickly • Deep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds • Architecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns • Incident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly • Knowledge base: write high-signal docs, runbooks, and troubleshooting guides • Automation: build tooling to detect common failures, generate better diagnostics, and reduce repeat tickets • Feedback loop: surface product gaps, propose improvements, and help implement fixes where needed

• Ejecutar procesos operativos: emisión, renovaciones, cancelaciones y facturación • Gestión de cobro y seguimiento a cartera • Manejo de glosas, PQR y solicitudes de los clientes • Acompañamiento y atención integral al cliente • Coordinación con aseguradoras y proveedores para garantizar correctos servicios • Seguimiento a indicadores y cumplimiento de estándares de servicio

• Serve as a primary point of contact for technical support issues related to NexusOne — including platform components, data services, integrations, and operational workflows. • Diagnose and resolve issues across distributed systems (e.g., Spark, Trino, Airflow, NiFi, Ranger, Iceberg, DataHub). • Troubleshoot and triage platform errors, pipeline failures, configuration issues, and infrastructure-related incidents. • Partner with Customer Success and Delivery teams to support customer onboarding, environment setup, and production readiness. • Provide hands-on assistance during customer deployments, upgrades, and configuration changes. • Maintain and monitor internal NexusOne environments used for development, QA, demo, and customer replication. • Respond to incidents, perform root cause analysis, document findings, and implement corrective actions. • Identify recurring issues and product gaps; share insights with Product and Engineering teams.

• Troubleshoot private cloud deployments based on OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and related cloud technologies, detecting, reporting, and resolving complex issues across the stack. • Provide high-tier support for critical product issues escalated by peers or management, including leading high-severity incident calls and coordinating resolution efforts across multiple teams. • Act as a shift-level technical leader, maintaining awareness of platform health, responding to alerts, and proactively managing emerging issues within customer environments. • Perform cluster upgrades and lifecycle operations as new releases become available, ensuring minimal disruption and clear communication throughout the process. • Communicate urgently, clearly, and in detail with customers during incidents, providing accurate status updates and guiding them through troubleshooting and resolution. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack, Ceph and storage, networking, hardware, and infrastructure, while maintaining accountability and follow-through. • Lead incident management efforts by structuring outage calls, distinguishing root cause from contributing factors, documenting findings, and driving corrective actions to completion. • Reproduce customer issues in internal lab environments, validate defects, and provide detailed diagnostics and reproduction steps to development teams. • Work closely with engineering teams to review customer issues, suggest improvements, identify potential product defects, and track fixes through delivery.