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 such as Hello Fresh, Zara, Macy's, Sephora, Nordstrom, and more. We’re proud of our inclusive culture, 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, you will join a mission‑driven team that is transforming logistics while having a lot of fun. 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 and the 3PL partners running our facilities. You’ll investigate issues, resolve the ones that don’t need an engineer, route the rest with the context they need, and surface patterns that show what needs fixing at the root. During incidents, you’ll work with engineers to investigate and translate what’s happening for Operations in plain language. You support the platforms that Operations rely on every day, including warehouse systems, facility command tools, mobile workflow apps, and the systems that power live delivery operations. As the first hire in this function, you will help shape how it works, not follow a playbook. Anticipated Schedule This is a 12‑hour shift and could include overnights. The team is on a rotating schedule: 4 days on, 3 days off. All shifts are 12 hours; expect approximately 42 hours per week. Must be flexible for holidays, peak periods, and coverage rotations. This is a hybrid role in Bogotá, Colombia. Responsibilities 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 simple issues directly by following runbooks built by engineering, including running data queries (e.g., Sigma, Snowflake), calling internal APIs via Postman, and clearing stuck states that don’t need engineer time. Use observability tools (primarily New Relic) to investigate issues, find error patterns, and identify which system or service is misbehaving. Build and maintain dashboards in Sigma and other tools so Operations and engineering can see what’s happening without asking. 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 guide root‑cause resolution. Use AI tools like Claude to move faster, including drafting queries, summarizing logs, writing communications, and generating runbooks. Write and improve runbooks so the next person can resolve the same issue without escalation. Contribute to a support culture focused on investigation, ownership, and clear communication across the operational network. What You Bring Comfortable working with data query tools (Sigma, Snowflake, or similar) to investigate questions independently. Hands‑on experience with at least one observability tool (New Relic, Datadog, Grafana, Splunk, or similar) and a real interest in dashboards. Comfortable following engineer‑built runbooks that involve calling APIs, running mutations, and other technical steps, using Postman and understanding each step. Strong written and verbal communication in English; clarity matters more than polish. A bias toward investigating before escalating. You want to know what’s wrong, not simply pass it along. Calm under pressure during incidents, with the judgment to know when to dig in and when to elevate. Comfortable working with on‑call systems like PagerDuty, Opsgenie, VictorOps, or similar, including responding to pages, acknowledging incidents, and routing alerts. Comfort context‑switching across different operational domains in a single shift, from warehouse issues to live delivery problems. 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 begins under a contractor arrangement. We are 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 role, every Veho teammate shares a mission: driving commerce forward with a customer‑centric delivery and returns experience that’s built for the modern era. We deeply value being team‑up, driving impact, taking ownership, solving bigger, obsessing over experience, and making today count. Join us in building the future of ecommerce logistics and in doing the work of our lifetime! #J-18808-Ljbffr