ABOUT APPLY
APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit
applydigital.com.
LOCATION: APPLY is hybrid/remote-friendly. The preferred candidate should be based in Latin America, preferably working in hours that align to PT (Pacific Timezone) or ET (Eastern Timezone). Candidates located in Santiago, Chile are able to work out of our Santiago office as remote/hybrid employees. Candidates located outside of Santiago, Chile will be fully remote employees.
THE ROLE:
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 Resolution
Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed
Diagnose, analyze, troubleshoot and resolve IT problems for client platforms
Provide guidance to client personnel to empower users to help themselves
Lead conversations and talk clients through configuration of the platform
Service Management
Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment
Work with SLAs and adhere to service timelines, responding to incidents based on severity levels
Understand when escalation is required and when a problem can be solved independently
Work within defined processes while constantly looking for ways to improve procedures
Collaboration & Communication
Work confidently with vendor platform support teams to resolve issues
Provide continuous feedback to clients via JIRA tickets
Communicate effectively with senior client stakeholders to discuss complex ideas
Work comfortably with multiple clients at the same time
Documentation & Knowledge Sharing
Update Knowledge Bases with discovered solutions not previously documented
Maintain accurate records of issue resolution and troubleshooting steps
Execute deliverables from end to end according to a structured plan
Requirements:
0-2 years of experience in technical support or IT service desk roles
Familiar with e-commerce concepts and terminology
Experience of triaging issues created in a ticketing system
Confident in working with vendor platform support teams to resolve issues
Business savvy and IT literate with strong technical aptitude
Comfortable working a fixed weekend night schedule — 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift
Proactive and inquisitive, self-led learner with a natural problem-solving mindset
Great communicator, comfortable with written and spoken English
Consultative approach with good listening skills and insightful analysis when working with clients
Ability to exercise judgment within defined procedures and practices to determine appropriate action
Strong desire to resolve issues and maintain high standards of service excellence
Nice to Have
Experience with Jira Service Management or similar ticketing tools
Experience with observability tools such as Grafana, Datadog or Azure
Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools
LIFE AT APPLY
People 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
[email protected].
