About VROMO
VROMO is a last-mile delivery platform powering delivery operations for some of the world’s largest restaurant brands, including Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and Sonic — all part of the Inspire Brands family. Our platform handles millions of delivery jobs, integrating with point-of-sale systems, delivery fleets, and driver apps to get food from restaurants to customers.
About the Role
We’re building out a new technical support function — the VROMO NOC — to act as the first line of defense for all technical issues across our platform. You’ll be part of a small, capable team that monitors platform health, responds to alerts, troubleshoots API and integration issues, and resolves complex technical queries before they reach engineering.
This is a hands-on technical role. You’ll be working with APIs, dashboards, logs, and integration tools every day. You’ll be trusted to investigate issues end-to-end and escalate only when you genuinely need to.
What You’ll Do
• Monitor fleet and platform performance daily using QuickSight and Kibana — proactively identifying patterns, anomalies, and issues before they’re reported
• Act as the first point of contact for integration queries — supporting partner onboarding and monitoring integration health metrics (error rates, latency, failed calls)
• Respond to DevOps alerts and alarms — investigate using dashboards, logs, and recent deployments before escalating to engineering
• Handle complex technical support issues escalated from Layer 1 — including API
troubleshooting and new or unfamiliar problems
• Follow (and help improve) runbooks for common alert types and troubleshooting workflows
• Escalate to engineering with clear, well-documented summaries — what was checked, what was found, and what action is needed
• Participate in testing new platform features to stay close to the product and catch issues before they go live
What We’re Looking For
• 1–3 years of experience in a technical support, NOC, or similar technical role
• Comfortable working with APIs — reading documentation, making requests in Postman, interpreting responses, and troubleshooting integration issues
• Experience reading and analyzing logs, using monitoring dashboards, and investigating technical issues methodically
• Strong written English — able to document issues clearly and communicate with engineers, partners, and customers
• A troubleshooter’s mindset — you try to resolve issues yourself before passing them on, and you’re not afraid to dig into something unfamiliar
• Able to work independently and stay organized
• Available to work hours that align with peak customer activity (specific shift coverage to be agreed)
Nice to Have
• Familiarity with Kibana and New Relic (preferred), or similar monitoring and observability tools
• Experience with Jira (preferred), or other ticketing systems such as Zendesk or Freshdesk
• Comfortable working in QuickSight, Tableau, or similar — exploring data, building visualizations, and answering questions with evidence
• Exposure to DevOps concepts — error rates, service degradation, deployment pipelines
• Background supporting SaaS platforms, logistics/delivery software, or integration-heavy products
What We Offer
• Based in Bogotá, Colombia
• Work directly with a global platform serving some of the world’s best-known restaurant brands
• Hands-on technical work from day one — mentored by experienced engineers and support staff
• A small, focused team where your work has visible impact
