Job Summary:
We are seeking a motivated and customer-focused Support Engineer Level 1 to join our fast-growing fintech company in Latin America. Your primary role will be to resolve support cases reported by customer support, lending operations, and collections teams, utilizing foundational backend engineering skills. This position offers an opportunity to develop technical expertise while directly impacting user satisfaction and operational efficiency.
Key Responsibilities:
Technical Support: Investigate and resolve support cases related to backend systems; provide timely solutions to internal teams.
Issue Diagnosis: Analyze logs and system behaviors to identify root causes; apply debugging techniques under guidance.
Collaboration: Work closely with customer support and operations teams; communicate technical solutions clearly to non-technical stakeholders.
Documentation: Document common issues and solutions; update support tickets with detailed findings.
Continuous Learning: Develop understanding of backend systems, APIs, and services; stay updated on system changes.
Assist in Development: Contribute to minor code fixes or enhancements under supervision; participate in code reviews.
Requirements:
Education: Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
Experience: 0-2 years in software development or technical support.
Technical Skills:
Basic proficiency in TypeScript and JavaScript.
Understanding of RESTful APIs and HTTP methods.
Familiarity with backend frameworks (e.g.,
Node.js).
Exposure to AWS services like Lambda, DynamoDB, API Gateway is a plus.
Knowledge of debugging and troubleshooting techniques.
Familiarity with version control systems like Git.
Soft Skills:
Customer Focus: Passionate about helping others and providing excellent service.
Communication: Able to explain technical issues to non-technical stakeholders.
Problem-Solving: Basic analytical skills to troubleshoot issues with guidance.
Team Player: Collaborates effectively with team members.
Eagerness to Learn: Desire to improve technical skills.
Attention to Detail: Accurately diagnose issues and document solutions.
Responsibility: Takes ownership of support cases and follows through.
Adaptability: Open to feedback and willing to adjust approaches.
Preferred Qualifications:
Experience with ticketing systems like JIRA or Zendesk.
Familiarity with SQL or NoSQL databases (e.g., DynamoDB).
Understanding of serverless architectures.
Exposure to monitoring and logging tools.
Experience in a fintech or startup environment.
What We Offer:
Professional Growth: Opportunities to develop technical skills through mentorship and experience.
Collaborative Environment: Work within a dynamic team valuing cooperation.
Impactful Work: Directly impact customer satisfaction and operational efficiency.
Innovative Technologies: Exposure to cutting-edge fintech technologies.
Competitive Compensation: Attractive salary and benefits.
