Technical Support Specialist conducting sample analyses using LFD and ELISA test kits at Romer Labs. Engage with customers by providing training and addressing technical inquiries.
About the role
- IT Operations & Digital Support Engineer role at Wakapi, handling technical support and incident management remotely. Responsible for digital ecosystem reliability and continuous improvement initiatives.
Responsibilities
- Deliver high-level technical support across the company’s digital ecosystem, ensuring reliability, performance, and security.
- Own incident resolution end-to-end and drive proactive monitoring and automation initiatives.
- Administer and support the SAP Customer Data Cloud (CIAM) platform.
- Troubleshoot customer registration, login, and social authentication flows.
- Ensure compliance with global data privacy and security regulations for identity and access workflows.
- Provide remote technical support for software and system issues across digital platforms.
- Access and manage remote systems using PuTTY and WinSCP.
- Utilize Linux commands to manage file permissions and processes.
- Execute ad-hoc SQL queries on DB2, MySQL, and SQL Server databases.
- Support digital applications including Same Day Delivery platforms and mobile applications.
- Utilize Dynatrace for full-stack monitoring.
- Maintain full incident ownership from detection through resolution, ensuring adherence to defined SLAs.
- Participate in Major Incident bridges and develop automation workflows using Python and Power Automate.
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Minimum of 4+ years of experience in a technical support, digital operations, or system support engineering role.
- Strong proficiency in Linux operating systems, including process handling, file permissions, and environment variables.
- Ability to write and execute ad-hoc SQL queries for troubleshooting and data validation purposes.
- Hands-on experience with monitoring and observability tools, preferably Dynatrace.
- Experience using PuTTY, WinSCP, and Jira for system access, diagnostics, and incident tracking.
- Solid understanding of XML structures and API integrations.
- Experience supporting digital and mobile platforms in a production environment.
- Familiarity with automation tools such as Python, Power Automate, or Power BI is considered a plus.
- Knowledge of retail technologies and Point-of-Sale (POS) systems is a plus.
- Hands-on experience with SAP Customer Data Cloud (CIAM), including user schema and authentication flow management, is a strong advantage.
- Ability to work in a rotational schedule supporting a 16-hour daily digital coverage window, 7 days per week.
- Excellent English communication skills, both written and verbal, for documentation and incident management.
Benefits
- Excellent working conditions
- Evolving benefits package
- Personalized career plans
- Continuous training programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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