Technical Support Engineer

About the role

We are looking for a passionate, customer‑focused Technical Support Engineer to join our Bogotá team. You will be at the centre of our global product organisation, solving complex technical challenges and ensuring an exceptional experience for Trustonic’s 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 with engineering, product and support teams to deliver seamless experiences.
• 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 such as Wiki and Zendesk.
• Manage workload and priorities in line with team objectives.
• Continuously 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 version control.
• Working with APIs.
• Basic scripting.