Full time | AgileEngine | Colombia
Posted On 03/03/2025
Job Information
City: Usaquen
State/Province: Bogota, D.C.
Zip Code: 110111
Industry: IT Services
Job Description
AgileEngine is one of the Inc. 5000 fastest-growing companies in the U.S. and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions.
If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place - guaranteed :)
What you will do
- Provide first-level technical support to clients using Shopify via phone, email, or chat.
- Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access.
- Respond promptly and professionally to incoming alerts and issues.
- Escalate complex issues to higher-level teams when necessary and follow up until resolution.
- Conduct postmortem analysis and follow up with the involved teams.




- Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience.
- Collaborate with team members and actively contribute to knowledge-sharing initiatives.
- Maintain a positive and professional attitude while providing exceptional customer service.

Must haves
- 2+ years of experience in Shopify.
- Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates.
- Strong problem-solving and analytical skills with attention to detail.
- Good communication skills, both verbal and written.
- Basic understanding of computer systems, networks, software applications, and hardware components.
- Familiarity with ticketing systems (Jira).
- Ability to work independently and efficiently, while also being a team player.

📌 IT Support Engineer (Bogotá)
🏢 AgileEngine
📍 Bogotá