Service Desk Engineer (Weekend)

ABOUT APPLY APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit applydigital.com. LOCATION: APPLY is hybrid/remote-friendly. The preferred candidate should be based in Latin America, preferably working in hours that align to PT (Pacific Timezone) or ET (Eastern Timezone). Candidates located in Santiago, Chile are able to work out of our Santiago office as remote/hybrid employees. Candidates located outside of Santiago, Chile will be fully remote employees. THE ROLE:

As a Service Desk Engineer, you'll play a critical role in ensuring the reliability and performance of our clients' digital platforms. Reporting into the Managed Services team, you will be responsible for triaging issues, diagnosing problems, and providing exceptional technical support to our enterprise clients. You will help maintain platform stability and deliver outstanding customer care while working with modern SaaS e-commerce platforms and supporting dynamic, enterprise-level applications.
This is a weekend night shift role, covering 2 nights per week on a rotating schedule across Friday, Saturday, and Sunday, with 12-hour shifts

Responsibilities:

Technical Support & Issue Resolution

Triage issues created in the ticketing system (Jira Service Management) and own issues until they are completed

Diagnose, analyze, troubleshoot and resolve IT problems for client platforms

Provide guidance to client personnel to empower users to help themselves

Lead conversations and talk clients through configuration of the platform

Service Management

Work as part of a Service Desk team, receiving and handing over tickets in a 24/7 support environment

Work with SLAs and adhere to service timelines, responding to incidents based on severity levels

Understand when escalation is required and when a problem can be solved independently

Work within defined processes while constantly looking for ways to improve procedures

Collaboration & Communication

Work confidently with vendor platform support teams to resolve issues

Provide continuous feedback to clients via JIRA tickets

Communicate effectively with senior client stakeholders to discuss complex ideas

Work comfortably with multiple clients at the same time

Documentation & Knowledge Sharing

Update Knowledge Bases with discovered solutions not previously documented

Maintain accurate records of issue resolution and troubleshooting steps

Execute deliverables from end to end according to a structured plan

Requirements:

0-2 years of experience in technical support or IT service desk roles

Familiar with e-commerce concepts and terminology

Experience of triaging issues created in a ticketing system

Confident in working with vendor platform support teams to resolve issues

Business savvy and IT literate with strong technical aptitude

Comfortable working a fixed weekend night schedule — 2 nights per week on rotation across Friday, Saturday, and Sunday, 12 hours per shift

Proactive and inquisitive, self-led learner with a natural problem-solving mindset

Great communicator, comfortable with written and spoken English

Consultative approach with good listening skills and insightful analysis when working with clients

Ability to exercise judgment within defined procedures and practices to determine appropriate action

Strong desire to resolve issues and maintain high standards of service excellence

Nice to Have

Experience with Jira Service Management or similar ticketing tools

Experience with observability tools such as Grafana, Datadog or Azure

Knowledge of modern SaaS e-commerce platforms such as BigCommerce or Commercetools

LIFE AT APPLY People are at the core of everything we do at APPLY. We provide you with modern tools, systems and approaches, value your time, safety, and health, and strive to build a work community where you can thrive and grow. Here are a few benefits we offer to support you: Agentic Delivery: Our people work in a modern way to deliver client outcomes. Broaden your skills on a range of engagements with international brands that have a global impact. An inclusive and safe environment: We’re truly committed to building a culture where you are celebrated and everyone feels welcome and safe. AI & Strategic Upskilling: Accelerate your professional growth with generous training budgets and mentorship, with a specific focus on Agentic AI expertise and the critical human skills required for the future of work. Generous vacation policy: Work-life balance is key to our team’s success, so we offer ample time away from work to promote overall well-being. Flexible work arrangements: We work in a variety of ways, from remote, to in-office, to a blend of both. APPLY is a safe, respectful, and inclusive community where differences are celebrated. We are committed to equal opportunity and fostering a workplace where everyone belongs. Learn more in our Diversity, Equity, and Inclusion (DEI) section. For recruitment accommodations, please email [email protected].