Technical Support Engineer

About the role

Trustonic is looking for a passionate, customer‑focused Technical Support Engineer to join its Bogotá team. You will be at the heart of a global product organisation, solving complex technical challenges and ensuring an exceptional experience for our customers.

Key responsibilities

• Resolve complex technical issues across production and non‑production environments.
• Own and troubleshoot customer cases from a global support queue.
• Provide clear, timely updates and proactively manage customer expectations.
• Collaborate cross‑functionally with engineering, product and support teams.
• Apply Knowledge‑Centred Support (KCS) methodology and author knowledge‑base articles.
• Communicate technical concepts to both technical and non‑technical stakeholders.
• Participate in product testing, including new releases.
• Contribute to customer‑facing documentation (Wiki & Zendesk) and continuously improve it.
• Effectively manage workload and priorities in line with team objectives.
• Expand expertise across the Trustonic SaaS platform.

Required profile

• Several years of relevant technical support experience.
• Experience with support tools such as JIRA and Zendesk (preferred).
• Fluent written and spoken English with the ability to explain complex topics clearly.

Required skills

• SQL databases
• Linux (SSH keys & certificates)
• Git
• APIs
• Basic scripting
• JIRA (support tool)
• Zendesk (support tool)

What we offer

• Opportunity to work in a fast‑moving global technology company.
• Flexible working arrangements.
• Inclusive and diverse company culture.