Support Engineer

Role overview Own technical and functional customer support for an API-based risk and payments platform. The role combines troubleshooting, product expertise, and customer advocacy: diagnosing issues across integrations and services, coordinating with engineering when needed, and helping customers and internal teams prevent repeat problems.

Responsibilities - Respond to customer requests across email, chat, and phone, clarify the issue, and prioritize work through resolution. - Diagnose technical problems involving web technologies, APIs, SDKs, and cloud infrastructure; provide practical guidance and workarounds where appropriate. - Escalate product defects with clear diagnostic details and partner with engineering and other internal teams on fixes and improvements. - Keep current on product changes and communicate relevant guidance to customers. - Document investigations and solutions for internal and customer-facing knowledge resources. - Improve support processes by creating useful tools and documentation, and by advocating for recurring customer needs.

Requirements - Five or more years in technical support, support engineering, solutions engineering, or software engineering, including customer-facing work. - Advanced English and fluent Spanish. - Strong understanding of web technologies, REST APIs, and cloud infrastructure; familiarity with API tools such as Postman. - Proficiency in SQL, including joins and queries across multiple tables. - Ability to work independently, communicate clearly under pressure, and handle ambiguous cases in a high-volume support environment. - Experience supporting B2B SaaS products or working in fintech or compliance-related environments.

Nice to have - Experience coordinating with third-party vendors or support providers.

Benefits and work setup - Remote role limited to candidates residing in Mexico City or Monterrey; the team works remotely across time zones, with location-based pay and a requirement to remain in the hiring country. - Compensation includes cash and equity. Other listed offerings include flexible paid time off, a year-end break, home-office and learning stipends, and a monthly meal stipend. Some insurance and retirement benefits are specific to the United States and Canada.