As a Service Desk Engineer, you'll play a critical role in ensuring the reliability and performance of our clients' digital platforms. Reporting into the Managed Services team, you will be responsible for triaging issues, diagnosing problems, and providing exceptional technical support to our enterprise clients. You will help maintain platform stability and deliver outstanding customer care while working with modern SaaS e-commerce platforms and supporting dynamic, enterprise-level applications.This is a weekend night shift role, covering 2 nights per week on a rotating schedule across Friday, Saturday, and Sunday, with 12-hour shifts Responsibilities:Technical Support & Issue ResolutionTriage issues created in the ticketing system (Jira Service Management) and own issues until they are completedDiagnose, analyze, troubleshoot and resolve IT problems for client platformsProvide guidance to client personnel to empower users to help themselvesLead conversations and talk clients through configuration of the platformService ManagementWork as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environmentWork with SLAs and adhere to service timelines, responding to incidents based on severity levelsUnderstand when escalation is required and when a problem can be solved independentlyWork within defined processes while constantly looking for ways to improve proceduresCollaboration & CommunicationWork confidently with vendor platform support teams to resolve issuesProvide continuous feedback to clients via JIRA ticketsCommunicate effectively with senior client stakeholders to discuss complex ideasWork comfortably with multiple clients at the same timeDocumentation & Knowledge SharingUpdate Knowledge Bases with discovered solutions not previously documentedMaintain accurate records of issue resolution and troubleshooting stepsExecute deliverables from end to end according to a structured planRequirements:0-2 years of experience in technical support or IT service desk rolesFamiliar with e-commerce concepts and terminologyExperience of triaging issues created in a ticketing systemConfident in working with vendor platform support teams to resolve issuesBusiness savvy and IT literate with strong technical aptitudeComfortable working a fixed weekend night schedule — 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shiftProactive and inquisitive, self-led learner with a natural problem-solving mindsetGreat communicator, comfortable with written and spoken EnglishConsultative approach with good listening skills and insightful analysis when working with clientsAbility to exercise judgment within defined procedures and practices to determine appropriate actionStrong desire to resolve issues and maintain high standards of service excellenceNice to HaveExperience with Jira Service Management or similar ticketing toolsExperience with observability tools such as Grafana, Datadog or AzureKnowledge of modern SaaS e-commerce platforms such as BigCommerce or CommercetoolsLIFE AT APPLYPeople are at the core of everything we do at APPLY. We provide you with modern tools, systems and approaches, value your time, safety, and health, and strive to build a work community where you can thrive and grow. Here are a few benefits we offer to support you:Agentic Delivery: Our people work in a modern way to deliver client outcomes. Broaden your skills on a range of engagements with international brands that have a global impact.An inclusive and safe environment: We’re truly committed to building a culture where you are celebrated and everyone feels welcome and safe.AI & Strategic Upskilling: Accelerate your professional growth with generous training budgets and mentorship, with a specific focus on Agentic AI expertise and the critical human skills required for the future of work.Generous vacation policy: Work-life balance is key to our team’s success, so we offer ample time away from work to promote overall well-being.Flexible work arrangements: We work in a variety of ways, from remote, to in-office, to a blend of both.APPLY is a safe, respectful, and inclusive community where differences are celebrated. We are committed to equal opportunity and fostering a workplace where everyone belongs. Learn more in our Diversity, Equity, and Inclusion (DEI) section. For recruitment accommodations, please email careers@applydigital.com.
2 days ago