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AltScore's Lending-as-a-Service toolbox allows any company in LATAM to embed and deploy credit products.
Support Engineer
Location
Latin America
Posted
129 days ago
Salary
$1K - $1.5K / month
Seniority
Junior
Job Description
Support Engineer
AltScore
• Diagnose, troubleshoot, and resolve customer-reported issues in a timely and efficient manner, ensuring a high level of customer satisfaction. • Manage the customer support ticketing system, prioritizing and addressing requests based on urgency and complexity. • Collaborate with internal teams, including engineering and product, to escalate and resolve complex technical issues. • Assist customers in implementing and integrating our platform with their existing systems, including APIs and third-party tools. • Write, update, and maintain customer-facing documentation and knowledge base articles to empower self-service. • Conduct root cause analysis to identify recurring technical issues and propose long-term solutions. • Monitor and ensure adherence to Service Level Agreements (SLAs) for response and resolution times. • Provide feedback to product and engineering teams regarding common customer pain points to drive product improvements. • Stay up to date on product updates and industry best practices to ensure customers are always supported with the most relevant solutions.
Job Requirements
- 1+ year of experience in a technical support, integrator, or engineering role, with hands-on experience in resolving technical issues.
- Strong knowledge of APIs, RESTful services, and systems integration.
- Proficiency in Python, with the ability to debug and modify scripts.
- Familiarity with web technologies such as HTML, CSS, and JavaScript.
- Experience working with databases (SQL and NoSQL) for querying and troubleshooting data issues.
- Proven ability to manage ticketing systems and prioritize tasks effectively (e.g., Jira, Zendesk, or similar).
- Excellent problem-solving and analytical skills with a proactive and self-driven approach to challenges.
- Strong communication skills in English and Spanish, with the ability to explain technical concepts clearly to non-technical stakeholders.
- Familiarity with cloud platforms (AWS, GCP, or Azure) and containerization tools (Docker) is a plus.
- Ability to work independently and remotely, thriving in a fast-paced, customer-focused environment.
Benefits
- Base Salary: $1,000 - $1,500 USD per month, depending on skills according to our engineering scale L1 - L3.
- Performance Bonus: Based on achievement of agreed KPIs.
- Unlimited PTO: With an expectation of taking at least 3-4 weeks per year off. We understand that maintaining a healthy work-life balance is crucial for long-term productivity and wellbeing.
- Employee stock ownership plan (ESOP): Every single employee gets an ESOP. At AltScore, we believe that every member of the company should feel like a partner from day 1.
- Remote: At AltScore, we are a fully remote company, and we encourage employees to work from wherever they are most comfortable and productive. Employees must work in the Americas timezone.
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