Support Engineer (Hybrid, US Eastern Hours)

About the role

This is a hybrid frontline support and support engineering role based in Colombia, with full overlap on US Eastern business hours (8am-5pm ET). You own the support queue end to end: you are the first response to every customer, resolve most issues yourself, and escalate only what truly needs engineering.

Key responsibilities

• Own first response on all support channels (email, in-app, Slack Connect) with enterprise clients during US Eastern business hours.
• Triage, reproduce and resolve technical issues such as failed analyses, blank outputs, data extraction errors and sync problems.
• Investigate independently by reading application logs, running SQL queries and inspecting data pipelines before escalating.
• Write complete escalations with reproduction steps, affected accounts, logs and suspected cause.
• Route non-technical questions quickly to product experts or leadership.
• Build the support knowledge base: turn each issue solved twice into a documented article or internal runbook.
• Feed patterns back to product and engineering, and track support metrics such as volume, resolution time and escalation rate.

Required profile

• 2-5 years in technical support, support engineering, solutions engineering or QA at a B2B software company.
• Fluent, professional-level English, written and spoken.
• Patient and unflappable with non-technical users, who are financial advisors rather than developers.
• Based in Colombia with full overlap on US Eastern hours.
• Spanish is a strong plus, as the engineering team works in both languages.

Required skills

• Comfortable with SQL and reading application logs; able to use a web app's dev tools and admin panel.
• Enough scripting (Python, JavaScript or similar) to write a quick data check or automate a repetitive triage task.
• Strong plus: experience with fintech, wealth-tech or other data-heavy SaaS products, data pipelines, document extraction or AI-powered products, and experience building support processes such as queues, macros and knowledge bases.

No computer science degree or financial planning knowledge is required. Hiring involves a conversation about your work and debugging, a short paid practical exercise with logs and data, and a working session with the engineering team in Spain.