Senior Support Engineer Associate - Colombia at Deckard… · El…

Note: To be eligible for this role, you must be available to work across multiple U.S. time zones. You must be based in Medellin Colombia and able to work from our office 3 days per week.

About Deckard Technologies

Deckard Technologies is a GovTech data company helping local governments address residential property-related challenges with a focus on compliance and tax collection. Founded in 2018, we operate globally with offices in the U.S., Colombia and Australia.

Trusted by over 400 jurisdictions worldwide, our scalable, cost-effective products leverage patented processes and combine best-in-class data collection with intuitive, AI-powered solutions, transforming how local governments monitor and manage properties.

Joining us means you’ll be working with a diverse group of inspiring people - from industry experts to extraordinary tech and data operations teams through to innovative product leaders - in a down to earth and supportive culture.

About the role

We are looking for a motivated and detail-oriented Associate Support Engineer (Tier 1) to support our technical operations and ensure accurate resolution of reported product and data issues.

This role is ideal for someone with a strong analytical mindset, solid technical fundamentals, and an interest in working with data-driven systems. You will be responsible for investigating technical issues and service requests, validating system behavior, and ensuring cases are either resolved or escalated with clear, complete technical context.

You will work closely with internal teams, manage multiple investigations in parallel, and follow established workflows to ensure issues are handled efficiently, accurately, and consistently.

What You’ll Do

• Investigate technical issues related to product behavior, data accuracy, configurations, and system outputs.
• Execute standard service requests, including configuration updates and approved data corrections, following documented procedures and operational guidelines.
• Perform technical validation using SQL queries, logs, dashboards, and internal tools.
• Troubleshoot known product issues and configuration errors.
• Conduct initial technical triage by collecting relevant context such as logs, error messages, screenshots, reproduction steps, and configuration details.
• Contribute to internal tooling by creating and maintaining basic Python scripts for data manipulation, automation, and operational support.
• Determine whether issues can be resolved at this level or require escalation.
• Escalate complex or systemic issues with complete technical documentation and validation to ensure efficient handoff.
• Maintain accurate and well-documented internal tickets.
• Contribute to maintaining and improving internal documentation, knowledge base articles, and Technical Support playbooks.
• Identify recurring issues, trends, or inefficiencies and flag them for further review.

To be successful in the role you will need:

• Foundational to intermediate knowledge of SQL (select queries with filters, joins, basic aggregations) and relational databases.
• General understanding of software systems, including APIs and data-driven applications.
• Intermediate Python skills, including reading and writing scripts, debugging error traces, and basic scripting for data manipulation or automation.
• Familiarity with investigating issues using logs, internal tools, and dashboards.
• Experience using Git and GitHub for version control, including cloning repositories, reviewing code, and managing branches.
• Exposure to AWS services (RDS, S3, Lambda) at a conceptual or operational level.
• Ability to execute standard service requests following documented procedures.
• Experience working with ticketing systems such as Jira or similar platforms.
• Comfort working with structured workflows, SLAs, and operational processes.
• English proficiency at B2 level or higher.

Nice to have:

• Experience in a technical support, operations, or data-focused role.
• Familiarity with monitoring or logging tools (e.g., Sentry, DataDog).
• Basic understanding of data ingestion, ETL pipelines, or data quality concepts.
• Interest in growing into more advanced technical or engineering roles.
• Familiarity with IT service management (ITSM) concepts, including service lifecycle best practices, incident management, and frameworks such as ITIL.

Benefits

• Remote/hybrid work in Medellin Colombia
• Supportive and family-friendly work environment with flexible hours
• A range of health and wellness benefits include EAP.

If you’re interested in a role but don’t meet 100% of the requirements listed, we encourage you to apply anyway. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, medical conditions, disability, age or veteran status.