Customer Support Engineer (LATAM) - Remote

About the role

SD Solutions, a global staffing company, is recruiting on behalf of a FinTech client to hire a Customer Support Engineer for a remote role covering Colombia, Argentina and Brazil. The position covers both VIP and standard support, troubleshooting and collaboration with internal departments such as Compliance, in a fast-paced, client-focused environment.

Key responsibilities

• Provide B2B support to clients who use the platform to make payments to employees, partners and affiliates.
• Provide B2C support to payees receiving funds, guiding them through withdrawal methods and answering general inquiries.
• Work with partners to gather the information needed to resolve issues.
• Deliver basic technical assistance: explain troubleshooting steps and report technical issues to supervisors or tech support.
• Review and prioritize unassigned tickets immediately and revisit open tickets waiting for responses.

Required profile

• Proven customer support experience, preferably in a SaaS or tech environment.
• Ability to reassure clients, communicate clearly and personalise interactions.
• Aptitude for solving complex issues and delivering complete solutions.
• Time management: prioritising tickets and aiming for a near-instant first response.
• Advantages: understanding of the finance world; additional languages are a plus.

The schedule is Friday to Tuesday, off Wednesday and Thursday. The role is remote.