Job Title: Production Support Engineer Team Lead

Location: La Castellana, Medellín, Office-based

Positions Available: 1

Contract Type: Indefinite-Term Contract with Full Legal Benefits

Shifts Available: From 7:00AM to 4:00 PM (Monday - Friday, holidays included)

Base Salary Range: $7,000,000 - $10,000,000 COP per month, based on experience and English proficiency

About the role
In this role, you will oversee daily operations for our two core applications—one powering our internal
operations and the other serving our external customers. Operating in a 24/5 environment across three shifts, you will act as a player-coach. This means you will balance people leadership and operational
management with stepping into the queue to handle tickets directly when volume spikes. Currently managing a team of 7 engineers, you will ensure seamless shift handoffs and consistent, high-quality, empathetic support around the clock.

Responsibilities

Team Leadership & Shift Management
· Manage and mentor a growing team of 7 Support Engineers, conducting
regular 1:1s, performance reviews,



and career development discussions.
· Coordinate 24/5 shift coverage across three daily shifts (7am to 4pm
normally), ensuring smooth and complete operational handoffs between
incoming and outgoing teams.
· Onboard and train new team members on internal tools, application
ecosystems, and support methodologies.

"Player-Coach" Queue Management
· Monitor queue health in real-time, actively stepping in to triage, troubleshoot,
and resolve tickets during peak volumes or complex technical scenarios.
· Enforce ticket hygiene and conduct regular audits to ensure strict
documentation standards, runbook adherence, and professional customer
communication.
· Manage team capacity, balancing the engineers' daily workloads with long-
term process improvement projects.

Incident Escalation & Cross-Functional Coordination
· Act as the primary escalation point for complex technical issues and high-
severity incide

📌 Production Support Engineer Team Lead (Medellín)
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📍 Medellín