Technical Support

Role overview Support the operational heartbeat of a global payment orchestration platform by serving as the first line of defense for customers and internal monitoring. The position blends front-line incident response with hands-on work for engineering, building real-time visibility into critical workflows and helping backend teams reproduce and resolve issues. It is an individual contributor role for someone energized by ambiguous technical puzzles in a fast-moving payments environment.

Responsibilities - Build and maintain real-time monitoring and alerting that surfaces problems before they escalate into customer-impacting incidents. - Act as the primary point of contact for incoming client questions and technical issues, escalating critical cases when needed. - Help backend engineering with scripting, bug reproduction, log analysis, and basic API testing during investigations. - Develop and document operational processes that let the team scale while preserving service quality. - Spot recurring issues, analyze patterns, and propose data-driven improvements that elevate the function from reactive to strategic. - Maintain continuous operational coverage through well-structured shift handovers and participate in light development work to deepen backend skills.

Requirements - Fluent written and verbal English. - Around one year of experience in technical support, NOC operations, or a closely related role. - Working knowledge of monitoring tools and alerting systems. - Some coding ability, including scripting, debugging, or log analysis. - Comfort with APIs and assisting users on integration or connectivity questions. - Strong analytical mindset, customer empathy, and the composure to operate in high-stakes settings.

Benefits and work setup - Fully remote position based in Colombia. - Competitive compensation with stock options. - One-time home office allowance and provided work equipment. - Health plan coverage and flexible time off.