NOC - Operations Support Engineer

About Veho

About The Role

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: