Customer Support Engineer (Fintech)

TL;DR

Customer Support Engineer (Fintech): Providing technical and product support for a cloud-based global payables automation platform with an accent on resolving complex technical issues and managing customer escalations. Focus on troubleshooting integrations, data synchronization, and collaborating cross-functionally to improve the product roadmap.

Location: Medellin, CO

Company

A well-funded fintech unicorn operating a cloud-based global payables automation platform for enterprises to streamline supplier payments and AP operations.

What you will do

• Deliver world-class support to customers and ensure their success post-sales.
• Provide specialized technical support on product issues and manage customer escalations.
• Coordinate cross-functional efforts with Customer Success, Product, and Engineering teams to resolve complex issues.
• Act as a customer advocate by surfacing product feedback to internal stakeholders to shape the roadmap.
• Create and contribute to knowledge base articles to support team scalability and self-service.

Requirements

• 2+ years of hands-on technical support experience at a SaaS company via email, live chat, and phone.
• Proven experience managing multiple tickets simultaneously while maintaining high CSAT.
• Experience troubleshooting integration, data sync, and application-related issues.
• Proficiency with ticketing systems such as Zendesk or similar platforms.
• Must be located in Medellin, Colombia.

Nice to have

• AI-forward mindset with experience leveraging AI tools to improve support workflows.
• Experience with NetSuite, QuickBooks, or other ERP systems and knowledge of accounting.
• Experience with payment systems and/or working within a Fintech company.
• Familiarity with HTML, API calls, or basic scripting.