Job Description
About Veho
Veho is on a mission to revolutionize the post-purchase experience. We're building a new, end-to-end logistics infrastructure, from middle mile to last mile, powered by tech that puts customers first. By removing the pain points in delivery and returns, Veho creates deeper loyalty and trust between brands and their customers. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy's, Sephora, Nordstrom, and more.
We're proud of our inclusive culture, our best-in-class benefits, and the chance for every team member to share in our success through equity. Whether you work at one of our facilities or remotely, at Veho you'll join a mission-driven team that's transforming logistics and having a lot of fun along the way.
About The Role
As an Operations Support Engineer, you will be the first technical line between Veho's Operations teams and the engineering teams that build the software they run on. You'll support Veho's internal Operations teams and the 3PL partners running our facilities. Whether it's a label that won't print in a warehouse, a sort plan that looks off, a route that isn't dispatching, or a driver who can't complete a stop, Operations needs an answer fast, and engineering needs a clear, well-triaged signal about what's actually broken. You sit in the middle of that.
You will be engineering's eyes on the ground across the full operational surface, including Facilities, Live Ops, and everything in between. You'll investigate issues, resolve the ones that don't need an engineer, route the rest with the context they need to act, and surface the patterns that tell us what to fix at the root. During incidents, you'll work alongside engineers to investigate, and translate what's happening for Operations in plain language.
You will support the platforms that Veho's Operations teams rely on every day, including warehouse systems, facility command tools, mobile workflow apps, and the systems that power live delivery operations.
We are hiring our first Operations Support Engineer as we stand this function up, so you will help shape how it works rather than inherit a playbook. You'll partner closely with Engineering, Product, and Operations to keep the network running and to feed real operational signal back into what we build next.
Anticipated Schedule:
- This is a 12-hour shift and could include overnights.
- This team is on a rotating schedule, a 4-day-on, 3-day-off rotation All shifts are 12 hours. You can expect to work approximately 42 hrs/wk.
- Must be flexible for holidays, peak, and coverage rotations.
- This is a hybrid role in Bogota, Colombia
Responsibilities Include:
- Act as Tier 1 support for Veho's Operations teams across Facilities, Live Ops, and other operational domains. Triage incoming issues, reproduce them where possible, and determine whether they need a data fix, a config change, an engineering ticket, or a hand-off to another team
- Resolve papercuts directly when you can by following runbooks built by engineering, including running data queries (in tools like Sigma, Snowflake, or similar), calling internal APIs and mutations through tools like Postman, and clearing stuck states that don't need an engineer's time
- Use observability tools (primarily New Relic) to investigate issues, find error patterns, and identify which system or service is actually misbehaving
- Build and maintain dashboards in Sigma and other tools so Operations and engineering can see what's happening without having to ask
- During incidents, partner with engineers to investigate, and communicate clearly with Operations about impact, status, and expected resolution
- Bucket recurring problems into clear categories and raise them to the right engineering teams as candidates for permanent fixes. The patterns you surface are how we decide what to fix at the root
- Use AI tools like Claude to move faster, including drafting queries, summarizing logs, writing comms, and generating runbooks
- Write and improve runbooks so the next person can resolve the same issue without escalating
- Contribute to a support culture focused on investigation, ownership, and clear communication across the full operational network
What You Bring:
- Comfortable working with data query tools (like Sigma, Snowflake, or similar) to investigate a question without waiting on someone else
- Hands-on experience with at least one observability tool (New Relic, Datadog, Grafana, Splunk, or similar) and a real interest in dashboards as a working surface
- Comfortable following engineer-built runbooks that involve calling APIs, running mutations, and other technical steps, using tools like Postman, and understanding what each step is doing
- Strong written and verbal communication in English. You will be the bridge between Operations and engineering, and clarity matters more than polish
- A bias toward investigating before escalating. You want to know what's actually wrong, not just pass it along
- Calm under pressure during incidents, with the judgment to know when to dig in and when to escalate
- Comfortable working with on-call systems like PagerDuty, Opsgenie, VictorOps, or similar, including responding to pages, acknowledging incidents, and routing alerts to the right team
- Comfort context-switching across different operational domains in a single shift, from a warehouse issue one minute to a live delivery issue the next
- Experience in logistics, warehousing, last-mile delivery, or any operations-heavy environment preferred
- Familiarity with Sigma or another BI tool preferred
- Exposure to Claude, Cursor, or other AI tools in a working context is a plus
- Some Python or scripting for one-off data work is a plus
- A self-starter mindset with enthusiasm for working closely with Engineering and Operations to solve real-world operational problems
Important Note:
This opportunity is based in Bogotá, Colombia, and offers the chance to partner with Veho as we expand globally. This engagement will begin under a contractor arrangement. We are, however, deeply committed to building a strong partnership and providing meaningful, engaging work opportunities for talented individuals who want to grow with Veho.
Veho is a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.
Join us in building the future of ecommerce logistics and in doing the work of our lifetime!
