IT Support Automation Engineer Junior/Junior+ [DWH]

We are looking for an IT Support Automation Engineer for our DWH Data Pipelines team. Our team develops and maintains Plata’s data delivery platform - a set of services responsible for delivering data from internal and external sources, running data quality checks, and integrating the DWH with other company systems. Our main customers are analysts and data teams in Mexico and Colombia.

 

In this role, you will become the first point of contact for the platform’s internal users and take ownership of identifying, initiating, and implementing automation improvements. You will investigate and resolve incoming questions, turn recurring requests into clear documentation, and automate support processes using Slack workflows, scripts, bots, and AI-powered tools. Your goal will be to make support faster, more structured, and easier to scale.

 

Challenges that await you:

• Automating the workflow of support tasks using Slack workflows, FAQ-based responses, and small scripts
• Responding to and investigating user questions in the team’s Slack channels, including data load statuses and delays, routing requests for new source connections, handling access requests, and troubleshooting common platform errors
• Contributing to the automation of the team’s on-call processes, including routing and processing incoming requests and collecting and analysing statistics on incidents, user questions, and common issues
• Turning resolved cases and frequently asked questions into structured documentation
• Creating and maintaining user guides, FAQs, and internal runbooks
• Building bots and automated workflows based on the team’s documentation and knowledge base
• Enhancing the platform’s AI-powered chat and support tools

 

What makes you a great fit:

• 1+ year of hands-on experience in IT support, service desk, or helpdesk roles
• Basic knowledge of SQL and Python or Bash, including the ability to run and adapt scripts using existing instructions
• Experience working with AI tools such as ChatGPT or Claude
• General understanding of databases, APIs, and message queues such as Kafka
• Strong written communication skills and the ability to provide clear, calm, and structured answers to users
• Ability to handle routine technical operations, including access requests, standard configuration tasks, and running predefined scripts
• A proactive, independent, and structured approach to troubleshooting: you can clarify unclear requests, involve the right team members when needed, resolve or redirect issues, and document the outcome
• B1 or higher English level for effective communication with international users and team members

 

Nice to have:

• Experience with Jira, Confluence, Git, or Slack workflows
• Experience with the Onyx AI platform or similar knowledge management tools
• Ability to write code in Python, Go, or SQL
• Basic knowledge of Kubernetes