Your Role

As Support Engineer, you will be a critical escalation point for resolving complex technical issues, driving root cause analysis, and ensuring seamless system integrations for retail store users across the business. You will work closely with Engineering and Product teams to deliver long-term, meaningful solutions in a fast-paced and dynamic environment.

In this role you will play a key role in:

• Handling escalated cases from Tier 1 support, diagnosing and resolving complex technical issues across multiple systems and integrations, including enterprise platforms such as ServiceNow
• Owning and managing high-severity incidents, ensuring timely response and clear communication in line with Premium Support SLAs
• Collaborating with Product and Engineering teams to drive bug fixes, root cause analysis, and long-term service improvements
• Identifying opportunities to enhance diagnostic capabilities, increase automation coverage, and optimize support processes through telemetry insights
• Mentoring Tier 1 engineers and contributing to training initiatives, ensuring team readiness for new features and evolving technical demands

Your Profile

We are looking for a curious, analytical, and driven professional who thrives in complex technical environments and enjoys solving challenging problems across interconnected systems.

• Experience in technical support, Site Reliability Engineering (SRE), or backend/system-level troubleshooting, with at least 1 year in a relevant role
• Hands-on experience working with enterprise integration or ticketing platforms such as ServiceNow, along with exposure to cloud-based environments and debugging practices
• Strong analytical and problem-solving skills, with the ability to navigate ambiguous, complex issues effectively and communicate solutions clearly
• Proficiency with Microsoft 365 or Google Workspace tools, with familiarity in platforms such as Jira, Splunk, Salesforce, or workflow automation tools being a plus

What you'll love about working here

Free access to learning platforms Free access for all to world-class learning assets and curated programs from Harvard Business Review, Coursera, Pluralsight, Udemy, Microsoft, AWS, Google and many more.

Career acceleration programs From associate to leaders and beyond, get support in your career at every stage with award-winning programs such as our leadership development program, Connected Manager, to accelerate your growth and develop your expertise.

Hybrid working We encourage flexibility when it comes to when and where work gets done. At Capgemini, you'll work with your manager to find an arrangement that works best for your role — including our Bogotá model of just 2 Mondays per month in the office, giving you the freedom to perform at your best.

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