Intern, Support Engineer

Summary

Join ServiceRocket, a global tech-enabled services company, as a customer-centric and technical-savvy Intern in Santiago! This role involves assisting, diagnosing, troubleshooting, and providing effective solutions to customers. You will execute customer onboarding initiatives, participate in technical issue analysis and debugging, and drive innovation within the Support Engineering organization. The position requires strong communication, data analysis, and problem-solving skills. Benefits include a share of company profits, stock options, health insurance, a retirement plan, career pathways, generous allowances, and PTO. The ideal candidate is pursuing a degree in IT or a related field and possesses excellent English communication skills.

Requirements

• Currently pursuing a degree in Information Technology, Computer Science, or similar
• A valid student's insurance is required, issued by a Chilean University or Professional Institute
• Outstanding verbal and written communication skills in English will be required for day-to-day operations
• Strong data analysis, critical thinking, and problem-solving skills

Responsibilities

• Communicate efficiently and effectively with our customers
• Own customer communications and issues from initial contact until resolution
• Become an encyclopedia of knowledge about relevant products and their capabilities and common application
• Solve technical problems for customers on a daily basis while ensuring all customers have a great experience
• Comply to the escalation workflow for unresolved issues and identify bugs/product issues for the development team
• Resolve issues raised within SLA with the aim of preventing future problemsLearn, document, and share knowledge with others
• Availability to work on shift is necessary for customer support activities (rotational shifts 9 am - 6 pm and noon to 9 pm)
• Ability to work on pre-scheduled weekends on full/standby support

Preferred Qualifications

• Data science knowledge is an added advantage
• Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred
• Knowledge of cloud deployments, including AWS, Azure, Google Cloud is a strong plus

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture