At Capgemini Engineering, the world leader in engineering services, we bring together a general team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D; and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description

Your Role

As a Tier 2 Support Engineer, you will be a critical escalation point for resolving complex technical issues, driving root cause analysis, and ensuring seamless system integrations for retail store users across the business. You will work closely with Engineering and Product teams to deliver long-term, meaningful solutions in a fast-paced and dynamic environment.

In this role you will play a key role in:
- Handling escalated cases from Tier 1 support, diagnosing and resolving complex technical issues across multiple systems and integrations,



including enterprise platforms such as ServiceNow
- Owning and managing high-severity incidents, ensuring timely response and clear communication in line with Premium Support SLAs
- Collaborating with Product and Engineering teams to drive bug fixes, root cause analysis, and long-term service improvements
- Identifying opportunities to enhance diagnostic capabilities, increase automation coverage, and optimize support processes through telemetry insights
- Mentoring Tier 1 engineers and contributing to training initiatives, ensuring team readiness for new features and evolving technical demands

Your Profile

We are looking for a curious, analytical, and driven professional who thrives in complex technical environments and enjoys solving challenging problems across interconnected systems.
- Experience in technical support, Site Reliability Engineering (SRE), or backend/system-level troubleshooting, with

📌 Junior Technical Support (Bogotá)
🏢 Capgemini
📍 Bogotá