Engineer I - Support

Responsibilities

• Guarantee operational continuity for all company users.
• Manage and resolve technical incidents affecting Group users.
• Analyze, diagnose, and troubleshoot software, hardware, and connectivity issues.
• Document all incidents and resolutions within management tools.
• Ensure compliance with defined SLAs, quality standards, and response times.
• Identify opportunities to improve operational processes and support workflows.
• Collaborate with Customer Service, IT, Implementations, and Commercial teams.
• Administer inventory for equipment, mobile devices, and software licenses.
• Track equipment assignments, repairs, and decommissioning.

Requirements

• 4+ years of experience in technical support or help desk roles.
• Proficiency working with Linux, Windows, and macOS operating systems.
• Strong knowledge of hardware and network connectivity.
• Experience providing technical support via phone or remote access.
• Strong analytical skills and a problem-solving mindset.
• Ability to work autonomously and perform under pressure in high-demand environments.
• Excellent communication skills and a customer-centric approach.

Preferred Qualifications

• Basic knowledge of programming or scripting.
• Familiarity with AI tools and applications.

About the Company

Despegar is a leader in the travel industry in Latin America, revolutionizing the way people travel through innovation and technology. For over 25 years, we have focused on creating memorable experiences and building a dynamic environment where talent can grow, learn, and make a real impact.