Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering world class Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Discipline but can work at Speed manage change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.
The role
We are thrilled to announce an opportunity to join our team as:
Support Analyst | Digital Platforms
SoftwareOne
Scope: Full-time | Office: Medellín | Hybrid
How a day to day would look like in this role:
Provide timely management in the detection, receipt of requests, diagnosis, and/or resolution of cases reported by users of digital and telephone channels.
Validation and configuration of promotions in VTEX.Price validation.Inventory uploads and movements.Verification of product and category configurations in VTEX.Ensure the download of approved orders from VTEX into the different systems involved in the post-sales process.Analyze incidents reported by the team to ensure proper escalation when necessary.Verify the configuration of coverage areas and delivery polygons for active nodes in VTEX.Consume transportation services in case of integration failures and escalate to the appropriate vendors.Ensure the integrity of accounting data across the different systems involved in processes such as invoicing, debit notes, and credit notes.Upload and ensure the availability of sales information.Review links, banners, landing pages, and design components managed through the VTEX Site Editor.Provide technical support for incidents reported by the customer service team, aiming to achieve both internal and external customer satisfaction.
What we need to see from you
Profile: Technical, technological, or professional background in Systems Engineering or related fields, with experience in the management, support, and evolution of technology platforms. Strong ability to coordinate proof-of-concept initiatives and collaborate with multidisciplinary teams (such as Cybersecurity, Technical Support, and Architecture). Skilled in responding effectively to critical incidents, actively participating in crisis management meetings, and ensuring the availability, integrity, and performance of services.Key Skills & Technologies:
Administration of collaborative platforms (e.g., SharePoint, Microsoft 365, etc.)
Critical incident management (Major Incidents)
Coordination of crisis management meetings
Process automation (workflows, lists, libraries)
User and permissions management (group-based access control)
Storage optimization and performance monitoring
Backup and recovery strategies
Technical architecture documentation
Implementation of security and operational best practices
Second- or third-level technical support (escalation)
Desirable: Experience with VTEX or any other cloud-based eCommerce platform.
BENEFITS:
Creative culture with lived what we value for an appreciative and supportive work environment.Employee recognition programs.A variety of training and development opportunities.Work-life balance.Referral bonus program.Multicultural interaction.Contribution to society through employee initiatives.Corporate events.Newest technologies for our clients and colleagues.And much more!
At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
Job Function
Software & Cloud