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Overview
Join Plata as an IT Support Automation Engineer to enhance our data delivery platform. You'll automate support processes, resolve user inquiries, and create documentation for our data teams in Mexico and Colombia. We are looking for an IT Support Automation Engineer for our DWH Data Pipelines team. Our team develops and maintains Plata’s data delivery platform - a set of services responsible for delivering data from internal and external sources, running data quality checks, and integrating the DWH with other company systems. Our main customers are analysts and data teams in Mexico and Colombia.
Responsibilities
- •Automating the workflow of support tasks using Slack workflows, FAQ-based responses, and small scripts
- •Responding to and investigating user questions in the team’s Slack channels, including data load statuses and delays, routing requests for new source connections, handling access requests, and troubleshooting common platform errors
- •Contributing to the automation of the team’s on-call processes, including routing and processing incoming requests and collecting and analysing statistics on incidents, user questions, and common issues
- •Turning resolved cases and frequently asked questions into structured documentation
- •Creating and maintaining user guides, FAQs, and internal runbooks
- •Building bots and automated workflows based on the team’s documentation and knowledge base
- •Enhancing the platform’s AI-powered chat and support tools
Conditions
- •Relocation support to one of our hubs — Cyprus, Serbia, Georgia or Kazakhstan — with assistance for the employee and their family
- •Flexible work from one of our offices or remote
- •Healthcare Coverage
- •Education Budget: Language lessons, professional training and certifications
- •Wellness Budget: Mental health and fitness activity reimbursements
- •Vacation policy: 20 days of annual leave and paid sick leave
Requirements
- •1+ year of hands-on experience in IT support, service desk, or helpdesk roles
- •Basic knowledge of SQL and Python or Bash, including the ability to run and adapt scripts using existing instructions
- •Experience working with AI tools such as ChatGPT or Claude
- •General understanding of databases, APIs, and message queues such as Kafka
- •Strong written communication skills and the ability to provide clear, calm, and structured answers to users
- •Ability to handle routine technical operations, including access requests, standard configuration tasks, and running predefined scripts
- •A proactive, independent, and structured approach to troubleshooting: you can clarify unclear requests, involve the right team members when needed, resolve or redirect issues, and document the outcome
- •B1 or higher English level for effective communication with international users and team members