Key Facts

Remote From:

Full time

Spanish, Portuguese, English

Hard Skills

Incident Management Application Programming Interface (API) Integrated Product Team Log Analysis Knowledge Base Root Cause Analysis Support Engineering Web Development Application Programming Interface (API) Employee Onboarding Incident Management JIRA Zendesk JScript

Other Skills

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Accountability
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Communication
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Multitasking
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Time Management
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Teamwork
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Prioritization
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Empathy
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Social Skills
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Problem Solving

Roles & Responsibilities

Fluency in English (spoken and written); Spanish strongly preferred
Experience in a technical support or client-facing role (SaaS, fintech, or similar)
Hands-on experience with APIs (REST/JSON) and debugging tools (Postman, browser dev tools) with strong troubleshooting skills
Strong communication and interpersonal skills with high sense of ownership and ability to manage multiple issues and prioritize

Requirements:

Troubleshoot and resolve complex issues related to APIs, transactions, integrations, and system behavior; analyze logs and error traces to identify root causes and propose solutions
Collaborate with Engineering and Product teams to escalate issues with clear and structured context and coordinate incident resolution in real-time
Support onboarding flows and help unblock clients during account setup and activation
Identify recurring issues and contribute to improvements in tooling, documentation, and processes; maintain and improve internal knowledge bases

Job description

Working At Bitso

We are a diverse team that takes pride in understanding the perspectives of others. We fully embrace working remotely and we are eager to act, improve and accelerate progress inside and outside of our organization.

To drive revolutionary changes in society and make crypto useful, we delight our customers with world-class products, deep care, and intentional empathy.

Your Purpose

We are looking for a Tech Customer Support Specialist to join our team and take ownership of technical support across our products.

In this role, you will focus on solving complex technical issues, working closely with engineering and product teams, while also supporting onboarding and basic operational flows when needed.

You will sit at the intersection of clients, operations, onboarding, and engineering, ensuring issues are resolved quickly and that users can operate without friction.

Many issues happen in real-time and may directly impact transactions and revenue, requiring fast response, clear prioritization, and strong coordination across teams.

Beyond solving issues, you will help identify patterns, improve processes, and contribute to scaling our support operations.

Reports To

Business Operations Manager

Location

We are looking for candidates who can work during hours aligned with Mexico evening and overnight operations (approximately 9PM to 6AM Mexico City time, GMT-6). The full shift does not need to cover this entire window, but should overlap with a significant portion of it.

Candidates based in APAC (eg Philippines, India or nearby time zones) are strongly preferred, as their daytime aligns well with this coverage
Candidates in Europe or the Americas are also considered, provided they are comfortable working late evening or night shifts aligned with Mexico time

Who You Are

Fluency in English (spoken and written). Fluency in Spanish is strongly preferred.
Experience in a technical support or client-facing role (SaaS, fintech, or similar)
Strong troubleshooting skills, especially in web-based and API-driven systems
Hands-on experience with APIs (REST/JSON) and debugging tools (e.g., Postman, browser dev tools)
Strong communication and interpersonal skills
High sense of ownership and accountability
Ability to manage multiple issues simultaneously and prioritize effectively
Problem-solving mindset and ability to navigate ambiguity
Comfortable working in fast-paced environments and handling real-time issues

Nice to have

Experience with crypto or blockchain products
Familiarity with transaction flows (payments, wallets, settlements)
Experience with SPEI (Mexico’s payment system)
Basic scripting skills (Python, JavaScript, or similar)
Experience with tools like Zendesk, Jira
Portuguese (spoken and written)

What You Will Do

Troubleshoot and resolve complex issues related to APIs, transactions, integrations, and system behavior
Analyze logs and error traces to identify root causes and propose solutions
Assist clients and internal teams with API configuration, debugging, and technical investigations
Collaborate with Engineering and Product teams to escalate issues with clear and structured context
Support and coordinate incident resolution, including real-time troubleshooting and alignment with internal teams
Communicate clearly with clients during incidents, providing timely updates and managing expectations
Support onboarding flows and help unblock clients during account setup and activation
Handle recurring transactional issues (e.g., transaction status, failed payments, account behavior) and guide users through resolution
Act as a central support point for internal teams (Sales, Operations, Promoters), helping unblock issues quickly
Coordinate and route issues across onboarding, support, product, and engineering teams
Identify recurring issues and contribute to improvements in tooling, documentation, and processes
Maintain and improve internal knowledge bases
Communicate clearly and effectively, translating technical issues into simple and actionable explanations

Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.

Who We Are

With over 9 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products.

When we hire people for our team, we specifically test for the following traits in addition to our cultural values:

Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges
High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility.

Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity.
Self-Management: We look for individuals who can independently manage their work, career, and professional development.

Compensation & Benefits

At Bitso, you are taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products.

So for those willing to commit, adapt and pioneer the most important change of the century we offer:

Me Time program, including unlimited paid time off.
Remote-first work environment.
Employee Stock Option program.
Zero trading fees through our Bitso Alpha app.
Extended Family Leave Policy: all birthing parents, non-birthing parents and adopting parents are eligible for a 4-months leave.
Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina.

Want to leave an undoubtedly legacy with us? Fasten your seatbelt and join this spaceship, where you will find exponential growth and the opportunity to thrive!

These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
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