Purpose

The Technical Support Specialist role contributes to the overall success of the unit by ensuring the stability, availability, and performance of critical systems that enable business operations. The role executes assigned goals and initiatives through effective troubleshooting, issue resolution, and proactive support, ensuring timely delivery aligned with team objectives.

It collaborates with technical and business teams to address incidents, communicate impacts, and coordinate solutions, thereby supporting overall service delivery. Additionally, the role operates within established governance frameworks, ensuring adherence to internal policies, security standards, and regulatory requirements.

Through continuous monitoring, issue analysis, and process improvement, the Technical Support Specialist enhances operational efficiency and supports the organizations strategic objectives.

Accountabilities

• Ensure reliable and efficient operation of systems and applications, supporting business continuity
• Deliver timely and effective resolution of incidents and service requests, minimizing business impact
• Maintain compliance with regulatory, security, and internal policy requirements
• Provide clear, consistent, and proactive communication with stakeholders
• Ensure high-quality end-user experience and service satisfaction
• Support system stability and performance during operational and change activities
• Identify, escalate, and manage risks, incidents, and critical issues effectively
• Contribute to knowledge management and documentation practices
• Ensure adherence to SLAs, KPIs, and operational performance standards
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency

Dimensions

• Provides technical support for systems and applications supporting regional operations across LATAM and global teams
• Supports multiple business units and end-users, ensuring continuity of critical services
• Contributes to the resolution of incidents impacting business-critical systems
• Operates within defined service levels (SLAs), supporting operational performance and service delivery targets 

Education / Experience / Other Information

Education

• Bachelors degree in computer science, information technology, engineering, or related discipline

Experience

• 35 years of experience in application/system support roles
• Experience troubleshooting applications.
• Exposure to incident management, problem resolution, and service delivery environments.
• Experience working with ticketing tools, monitoring tools, or support platforms.
• Experience collaborating with cross-functional teams (IT, vendors, business stakeholders)
• English level: IntermediateAdvanced (B2 minimum), with ability to communicate effectively in professional and technical environments.

Core Competencies

• Strong analytical and problem-solving skills
• Excellent communication skills (technical and non-technical audiences)
• Customer-focused with strong service orientation
• Ability to prioritize and manage multiple issues simultaneously

Working Conditions

Work in a standard office-based environment; non-standard hours are a common occurrence.