---
title: 'IT Support L1 (HelpDesk) - Due at Vana'
canonical: 'https://feeny.ai/job/it-support-l1-helpdesk-due-vana-guatemala-xs3tatgz91ct'
type: 'job'
last_seen: '2026-09-07'
---

# IT Support L1 (HelpDesk) - Due at Vana

- **Company:** Vana
- **Location:** Guatemala
- **Work type:** onsite
- **Posted:** 2026-08-25
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/vana/9e4ff199-b644-4874-8085-eba6da486803

## Job description

1. Descripción del Puesto El IT Assistant – Service Desk L1 es responsable de brindar soporte técnico inicial a los usuarios internos, atendiendo solicitudes, incidentes y requerimientos relacionados con hardware, software, accesos, red y herramientas corporativas. Actúa como el primer punto de contacto del área de IT, asegurando una atención eficiente, clara y orientada al usuario. Escala casos cuando es necesario, documenta procedimientos y colabora con niveles superiores para garantizar la continuidad operativa.
2. Responsabilidades Principales

- Atender solicitudes y reportes de usuarios a través de tickets, chat o correo.
- Brindar soporte técnico básico en hardware, software, cuentas, accesos y periféricos.
- Realizar troubleshooting inicial y documentar cada caso con claridad.
- Escalar incidentes complejos a niveles L2/L3 según procedimientos establecidos.
- Dar seguimiento a tickets abiertos hasta su resolución final.
- Realizar instalaciones, configuraciones y mantenimiento preventivo básico.
- Brindar soporte en configuraciones de VPN, correo, MFA y software interno.
- Actualizar inventarios, registros y documentación técnica pertinente.
- Contribuir a la creación de guías y artículos de autoservicio IT.
- Cumplir con SLAs y métricas definidas para el Service Desk.

1. Requisitos del Puesto:

- Estudios técnicos o universitarios en IT, Ingeniería en Sistemas o áreas afines.
- Deseable 1 año de experiencia en soporte técnico o roles similares.
- Experiencia en atención al usuario final.

1. Conocimientos Técnicos:

- Conocimientos básicos de equipos, sistemas operativos y software corporativo.
- Familiaridad con herramientas de ticketing y soporte remoto.
- Manejo básico de redes, impresoras, cuentas y accesos.
- Deseable: conocimientos en administración de usuarios (IAM), MDM y seguridad básica.

1. Habilidades Blandas:

- Excelente atención al cliente y comunicación clara.
- Capacidad para trabajar bajo presión y priorizar tareas.
- Empatía, paciencia y orientación a resolución de problemas.
- Organización, responsabilidad y seguimiento puntual de tareas.

1. Calificaciones Preferidas:

- Experiencia con herramientas como Jira Service Desk, Google Workspace o Microsoft 365.
- Conocimientos básicos de scripting o automatización.

1. Competencias Clave

- Servicio al cliente y comunicación efectiva.
- Capacidad de análisis y resolución de problemas.
- Trabajo en equipo y colaboración.
- Atención al detalle en documentación y seguimiento.
- Adaptabilidad y aprendizaje continuo.
- Responsabilidad y compromiso con la operación.

1. Beneficios que Ofrecemos

Bolsón de beneficios Prestaciones de ley Oportunidades de crecimiento en un entorno fintech regional.

## About Vana

## Company Overview
- **One-liner**: Vana is a decentralized network that enables users to own, port, and monetize their personal data, powering user-owned AI models and applications.
- **Entity Type**: Private (Series A – latest round closed February 2025)
- **Headquarters**: San Francisco, California, United States (with a secondary office in Dehradun, India, and distributed across 9 countries)
- **Founded**: 2021
- **Founders**: Anna Kazlauskas (Co-Founder & CEO)

## Core Business
- Primary industry/industries: Decentralized Infrastructure, AI / Machine Learning, Data Portability, Web3
- Target customers: **B2B** – AI developers and application builders seeking high-quality, permissioned user data; **B2C** – end users who want to control and profit from their personal data
- Mission or purpose statement: “To build an open internet where users own their data and the AI models they contribute to, creating a user-owned foundation model trained by 100 million users.”

## Products & Services
- **[Vana Data Layer / Protocol]**: A decentralized, permissioned data layer that lets users connect existing accounts (social media, health, finance, etc.) and grant apps access to their data. Data is portable, secure, and user‑controlled. Enables AI systems to start with real user history instead of empty profiles.
- **[DataDAOs]**: User‑governed data pools that aggregate and curate datasets for specific use cases. DataDAOs allow communities to collectively negotiate data licensing and receive compensation.
- **[VANA Token]**: Native utility token used for staking, governance, data market transactions, and incentivising network participants.
- **[Vega Upgrade (2026)]**: Protocol upgrade that operationalizes data market making through “Digital Data Holdings,” matching user‑owned data supply with enterprise demand.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Total Funding**: **$25M – $45M** (conflicting reports: Tracxn lists $25M over 4 rounds; Wellfound/LinkedIn states $45M total; the difference may reflect unannounced rounds or token sales)
- **Key Investors**: Paradigm, Coinbase Ventures, Polychain Capital, YZi Labs (with CZ as advisor), and angel investors
- **Growth Signals**:
  - Employee headcount grew 19.4% YoY (14–43 employees across 9 countries)
  - Mainnet launched December 2024 with $VANA token
  - Partnership with Flower Labs (May 2025) to build the world’s first user‑owned AI model
  - Vega upgrade announced in January 2026 moves from “validation to capture”
  - Government interest in data sovereignty – Vana positioned as neutral infrastructure

## Competitive Advantages
- **First‑mover in user‑owned data** – builds on Web3 primitives of self‑custody and portability for AI‑era data supply.
- **Permissioned data layer** – users grant explicit access, solving privacy/compliance issues for enterprises while retaining control.
- **Multichain and flexible** – supports complex, continuously updated datasets via DataDAOs and multi‑chain incentives.
- **Strong investor backing** from top crypto VCs (Paradigm, Coinbase, Polychain) lends credibility and network effects.

## Strategic Focus
- **Scaling data supply** – converting the “data wall” into a market where user‑owned data meets enterprise AI demand (Vega upgrade).
- **Expanding DataDAOs** – enabling communities to curate high‑quality, permissioned datasets.
- **Regulatory alignment** – positioning as neutral execution infrastructure that governments can trust for data rights and portability.
- **Building the user‑owned foundation model** – training with real, contributed data from 100M+ users.

## Why Work Here
- **Culture**: Described as a decentralized, mission‑driven team with a strong belief in data sovereignty. Remote‑first with a global team spanning 9 countries (US, Guatemala, Australia, UAE, Indonesia, Thailand, Vietnam, Nigeria, Canada).
- **Work Model**: Hybrid/remote depending on role; on‑site offices in San Francisco and Richmond, VA. Some roles are fully remote, others require in‑office presence (e.g., operations roles in Guatemala).
- **Perks**: Parental leave is offered; AI tools are used in hiring (transparently noted). Engineering culture emphasizes solving hard infrastructure problems at the intersection of AI and Web3.
- **Growth Opportunity**: Early‑stage (Series A) with high autonomy and ownership; chance to define a new asset class for data.

## Sources
1. [Lever (Careers)](https://jobs.lever.co/vana)
2. [Built In](https://builtin.com/company/vana)
3. [Tracxn – Vana Profile](https://tracxn.com/d/companies/vana/__qZ1dQNPTOPze-noFiejT0y1AER91teVcTOsnEE5D9Qo)
4. [LeadIQ – Vana Overview](https://leadiq.com/c/vana/621627aa0f6952540d18fee5)
5. [LinkedIn – Vana Post (Jan 2026)](https://linkedin.com/company/vanaxyz)

## Other roles at Vana

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