Implementation and Support Specialist

Role Purpose

Location: Colombia

Department: Professional Services

Benefits: Benefits at Ideagen

Salary: To be discussed at next stage

The Implementation & Support Specialist is a technically versatile role at the intersection of software implementation, data quality, and client support. The person in this role configures and maintains Ideagen’s environmental software solutions, provides technical support to clients and internal teams, ensures the reliability and quality of environmental data through QA/QC processes, and builds reporting tools and dashboards. This role operates with a high degree of autonomy and serves as a direct technical reference for assigned client accounts.

Responsibilities

• Configure and maintain software solutions, including data ingestion, integrations, and platform settings to ensure reliable performance
• Support implementations end-to-end, from setup through to post-go-live optimisation
• Manage and resolve support tickets within SLAs, troubleshooting software, data, and connectivity issues
• Act as a trusted technical contact for customers, handling queries and driving strong relationships
• Monitor and improve data quality through QA/QC processes, identifying trends and resolving issues
• Build dashboards and reports (e.g. Power BI) to deliver clear, actionable insights
• Collaborate across teams, contributing to documentation, training, and continuous improvement

Skills and Experience

• Bachelor’s degree in Environmental Engineering, Systems Engineering, Electronic Engineering, Data Science, or related field
• 3–5 years of experience in technical support, software implementation, or data quality roles in SaaS or technology environments
• Experience with environmental monitoring platforms or industrial IoT solutions: desirable
• Solid understanding of data pipelines, integrations, and calculated metrics
• Data visualization tools (e.g. Power BI or similar): advanced level — required
• Scripting or programming for data processing and automation (e.g. Python or equivalent): strongly desirable
• Experience with ticket management systems and SLA compliance
• Strong documentation and communication skills
• Detail-oriented, analytical mindset, and strong sense of urgency
• Advanced English — required