Join Our Team

Job title: Inbound Sales and Service Associate
Work Location: UltraLag, Lagunilla, Heredia
Experience: Yes, customer service and sales.
Education Qualification: High School Diploma
No of openings : 60

Roles and Responsibilities:

• If you are looking for a satisfying career in a friendly, fast-paced, and continuously changing environment, then look no further.
• We are looking for energetic customer sales representatives who show drive, ambition, and demonstrate high levels of sales performance with integrity. Your voice will be the brand that builds a strong relationship between our clients and their customers – It all starts with you!
• Our purpose is to make the world a better place, with a mission to keep our customer’s world running seamlessly. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve their inquiries most effectively. You will be engaging with all customers by creating sales opportunities to draw their attention to our extended warranty plans which could improve their customer experience with our clients.
• You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer’s experience as well as providing the appropriate feedback to improve the journey in a positive & ethical way that is in line with our business practices.
• You will provide inbound telephone support to our clients concerning extended warranty plans and services.

Essential Duties and Responsibilities:

• Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
• Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
• Emphasis is on sales for extended warranty plans and product registration.
• Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
• Upsell customers to additional service plans on older appliances the customer has in their homes. 
• Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
• Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
• Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
• Accurately document information within multiple database systems.
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.

Required Skills & Desired Skills

• Proficient speaking English to US based customers.
• High School Diploma or GED required.
• 1 year of experience in a call center environment.
• Customer Service preferred and Sales experience required
• Genuine desire to provide exceptional customer service.
• Ability to understand first call resolution.
• Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
• Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
• Self-motivated, able to work independently, and a desire to learn and succeed.
• Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
• Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
• Demonstrates ability to build rapport, off script, with customer to identify needs for our product

Job title: Senior Full Stack Engineer
Work Location: Colombia
Experience: 6–8 years
Education Qualification: High School

Roles and Responsibilities:

• Risk Identification: Identify and prioritize meaningful security risks across first-party code, services, infrastructure, build pipelines, and software supply chain components.
• Vulnerability Validation: Validate findings for exploitability, severity, affected products, business impact, and remediation priority.
• Cross-Functional Collaboration: Collaborate with Security Research and Product teams to translate novel findings, malicious component discoveries, and emerging attack patterns into research-ready outputs, product improvements, detection opportunities, and customer-facing intelligence.
• Remediation & Mitigation: Work closely with Application Security and Engineering to move validated findings through remediation and reduce repeat vulnerability patterns.
• AI-SDLC Evangelism: Champion modern AI-SDLC practices by translating recurring vulnerability classes, insecure coding patterns, and effective remediation approaches into reusable guidance, detection logic, secure coding standards, and remediation playbooks.
• Fix Implementation: Create clear remediation guidance, engineering-ready fix proposals, and pull requests where appropriate.

Required Skills & Desired Skills

• Experience: 8+ years of professional software engineering experience, including 2+ years in a Staff Engineer or equivalent technical leadership role.
• Security Expertise: Proven experience identifying, validating, and helping remediate vulnerabilities in production software, services, APIs, infrastructure, or software supply chain components.
• Code Proficiency: Strong ability to read, understand, and reason about complex codebases, preferably including Java, Kotlin, or other JVM-based backend systems.
• Tooling & Methods: Hands-on experience with application security testing methods and tools, such as SAST, DAST, SCA, secret scanning, threat modeling, secure code review, or vulnerability validation.
• AI & Automation: Practical experience using AI-assisted engineering, security analysis, or automation techniques to improve software quality outcomes.
• Communication: Ability to translate security findings into clear remediation guidance, engineering-ready recommendations, and practical risk-based priorities. Strong collaboration skills working across AppSec, Engineering, Product, or Security Research teams.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field—or equivalent practical experience.
• DevOps Culture: Solid understanding of cloud-native architecture, CI/CD workflows, build pipelines, containers, and modern DevOps practices.
• Leadership: Passion for raising the security bar through technical leadership, mentoring, secure engineering practices, and continuous improvement.
• Advanced English (B2+)

Desirable Certifications:

• SANS: GSEC, GCIH, GCLD, GCID, GMON
• (ISC)²: CISSP, CC, SSCP, CCSP, CAP, CSSLP

Job title: Lead Full Stack Engineer
Work Location: Colombia
Experience:  10+ years
Education Qualification:  high school graduate – professional

Roles and Responsibilities:

• Full-Stack Architecture & Development: Lead the design, implementation, and scaling of robust backend services and intuitive frontend interfaces across our product ecosystem.
• Risk Mitigation & Code Quality: Identify and prioritize performance, scalability, and security risks across first-party code, services, and software supply chain components.
• Cross-Functional Collaboration: Collaborate with Product, Design, and Security Research teams to translate complex requirements, novel AI findings, and architectural patterns into production-ready software features.
• Modern AI-SDLC Champion: Champion modern AI-assisted development practices by integrating automated coding standards, detection logic, and secure coding playbooks into the everyday engineering workflow.
• Technical Leadership & Fixes: Provide engineering-ready architectural proposals, guide technical decisions, perform deep code reviews, and drive complex pull requests to completion.

Required Skills & Desired Skills

• Experience: 10+ years of professional software engineering experience, including 2+ years in a Lead Engineer, Staff Engineer, or equivalent technical leadership role managing complex frontend and backend ecosystems.
• Code Proficiency: Strong ability to write and reason about complex codebases, with deep expertise in Java, Kotlin, or other JVM-based backend systems, alongside modern frontend frameworks.
• Tooling & Methods: Hands-on experience with application engineering testing methods and quality tools (such as SAST, DAST, SCA, threat modeling, or automated unit/integration validation).
• AI & Automation: Practical experience using AI-assisted engineering, automated analysis, or DevSecOps automation techniques to improve software deployment and quality outcomes.
• DevOps Culture: Solid understanding of cloud-native architecture, CI/CD workflows, build pipelines, containers, and modern DevOps practices.
• Communication & Language: Ability to translate technical findings into practical risk-based priorities and clear engineering guidance. Advanced English (B2+) is required for daily cross-functional collaboration.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field—or equivalent practical experience.
• Leadership: Passion for raising the engineering bar through technical leadership, mentoring junior developers, and fostering continuous improvement.

Desirable Certifications (Plus):

• SANS Certifications: GSEC, GCLD, or equivalent cloud/architecture training.
• (ISC)² Certifications: CSSLP (Certified Secure Software Lifecycle Professional), CISSP, or equivalent security-by-design credentials.

Job title: Contract Renewal Specialist/ Retention Specialist
Work Location: McKinley, Taguig
Experience: 2-3 years
Education Qualification: High School Graduate

Roles and Responsibilities:

• Own renewal conversations escalated by Atlas — non-responders after automated sequences, negative sentiment signals, at-risk accounts, and customers seeking to negotiate outside the automated flow
• Work inside the Atlas Co-Pilot desktop, using account history, intent signals, and prior automated touchpoints to pick up the conversation with full context rather than starting cold
• Facilitate renewals at existing contract terms; escalate concessions, pricing adjustments, or contract modifications to the designated Gainsight/customer CSM rather than negotiating them independently
• Identify and surface upsell or expansion signals during renewal conversations, routing them to the appropriate internal owner
• Document every interaction accurately in the CRM and Atlas activity log, including outcome, sentiment, and any escalation triggered
• Meet or exceed KPIs tied to renewal rate and save rate, not average handle time or contacts-per-hour
• Participate in structured onboarding and ongoing coaching on SaaS renewal objection handling and the Atlas handoff model
• Flag patterns back to the program (recurring objections, timing issues, product gaps) so they can inform both agent coaching and Atlas automation tuning
• Maintain a positive, professional relationship with customers at every touchpoint, including save conversations
• Perform other duties as assigned

Required Skills & Desired Skills:

• Minimum of 3-5 years of experience in a renewal, customer success, or account management role — SaaS renewal experience required; general customer service background does not meet this bar
• Minimum CEFR B2 English-language proficiency (voice and written), verified through a passed language assessment prior to production placement
• Demonstrated experience handling objection and save conversations, not just transactional renewal touchpoints
• Comfortable working inside an AI-assisted workflow — reading automated intent/sentiment data and picking up a conversation mid-lifecycle rather than initiating cold outreach
• Strong verbal and written communication skills, with the judgment to know when to hold firm on terms and when to escalate
• Familiarity with CRM and contract management tools
• Strong organizational skills and attention to detail

Job Title: Fulfillment Operations Analyst
Location: Ultralag
Education: Bachelor’s Degree preferred
Experience: 2–4+ years in operations / fulfillment / supply chain / order management
No of Openings: 1+

Summary

• The Fulfillment Operations Analyst plays a critical role in ensuring a seamless order-to-cash process by managing fulfillment operations and coordinating across multiple teams such as Sales, Supply Chain, Finance, and Logistics.
• This role focuses on executing high-volume transactional workflows, maintaining data accuracy, resolving order issues, and supporting operational improvements to ensure timely and accurate delivery of customer orders.

Roles and Responsibilities

• Manage end-to-end fulfillment execution within ERP systems (e.g., NetSuite) 
• Process and validate orders, including CMPOs, manual fulfillments, and shipment coordination 
• Handle high-volume transactional workflows with strong accuracy and attention to detail 
• Monitor and manage expedite requests and operational escalations 
• Act as point of contact for order-related inquiries and provide timely responses 
• Collaborate with cross-functional teams (Sales, Finance, Supply Chain, Logistics) to resolve order issues 
• Track backlog and monitor order health to ensure on-time delivery 
• Ensure data integrity across pricing, configurations, BOMs, and system records 
• Identify and mitigate risks that could impact fulfillment timelines 
• Support process improvements and contribute to operational efficiency initiatives 
• Assist with reporting and documentation using tools like Google Sheets and Tableau

Required Skills

• Experience working with ERP systems (e.g., NetSuite) 
• Familiarity with CRM tools such as Salesforce 
• Strong analytical and problem-solving skills 
• High attention to detail and accuracy 
• Ability to manage high-volume workloads in fast-paced environments 
• Strong communication and cross-functional collaboration skills 
• Proficiency in Google Workspace (Sheets, Docs, Slides) 
• Ability to manage multiple priorities and meet deadlines
• *Excellent written and verbal communication skills.
• *Excellent English written and verbal communication skills.

Desired Skills

• Experience with Tableau, Asana, or Smartsheet 
• Knowledge of B2B EDI transactions 
• Background in supply chain, logistics, or order management 
• Experience with process improvement initiatives 
• Ability to work in global or cross-regional environments