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Posted 5 days ago
Requirements and responsibilities
Role Overview:
- This is a founding hire for our support function.
- Our platform is live across the Americas and growing, and we are building the support organisation to match deliberately and from the ground up.
- You are the person who builds it.
- You will start hands-on.
- You own technical issues end to end: first contact, diagnosis, and resolution.
- Whether the answer is a configuration change, a merchant integration error, an API defect that goes to engineering, or a fault on the acquirer's side that you have to chase down.
- On a team this size, the person who takes the issue is the person who solves it.
- From there, you design the function itself: the tooling, the service levels, the runbooks, and the team.
- Your first hire, a junior support engineer, is planned within your first year, and you will hire them, train them, and lead them.
- What you systematise in year one is what you lead in year two.
- Be clear-eyed about this: it is a build role before it is a management role.
- If you are looking for an established support organisation to step into, this is not it.
- If you have spent years inside someone else's support function thinking I know how I would build this properly, this is your chance to do exactly that.
Responsibilities - Day One:
- Take, triage, and resolve technical issues from merchants and PSPs, end to end.
- You understand technical risks and can measure business impact.
- Investigate payment-flow problems: API errors, failed or stuck transactions, data inconsistencies, webhook and callback failures, and reconciliation mismatches.
- Reproduce customer issues: build the test case, replay the request, and isolate whether the fault is ours, the merchant's, or the provider's.
- Escalate into engineering with a diagnosis, not a forwarded complaint.
- You arrive with logs, a repro, and a hypothesis.
- Drive provider-side escalations with acquirers, banks, and processors through to resolution.
- This is a real part of the job, not an afterthought.
- Be on call.
- Payments do not keep business hours.
- Communicate with customers directly and well: gather facts, explain what is happening, and tell them what we are doing about it.
Responsibilities - First Year:
- Design and own our support service levels: the response and resolution targets we commit to, and the instrumentation to prove we meet them.
- Select and implement the support stack: ticketing, alerting, on-call rotation, and dashboards.
- You make the call, you make the case, and you implement it.
- Build the runbooks and the knowledge base, so an incident is never diagnosed from scratch twice.
- Close the loop with engineering: turn recurring issues into product fixes and documentation, not into more issues.
- Hire and lead your first junior engineer, then grow the team as the business grows.
Requirements:
- 4–6 years in technical support, support engineering, or a hands-on customer-facing technical role.
- Payments or fintech experience.
- You know what an authorisation, a settlement, a chargeback, and a reconciliation break actually are.
- Real API troubleshooting depth.
- Fluent in REST, HTTP status codes, auth flows, idempotency, webhooks, and retries.
- Able to tell a client error from a server error from a network error by reading the evidence.
- Comfortable in code and data.
- You can read TypeScript or Go, write a script to reproduce a problem, and write SQL against Postgres to answer your own questions without waiting on a developer.
- Comfortable in logs.
- You can navigate logs, traces, and containerised services well enough to find what you need.
- Professional English and Spanish, written and spoken.
- Based in Latin America.
- Judgement under pressure.
- When a merchant is affected and money is moving, you stay calm, you communicate, and you escalate at the right moment.
- The ambition to lead.
- You want to build a team, not just close tickets.
Nice to Have:
- Portuguese.
- Experience designing support process or tooling, rather than only operating what someone else set up.
- Exposure to Rust, or to cloud environments (GCP/AWS) and containerised deployments.
- Experience collaborating with distributed engineering teams.
Role Exclusions:
- Not a developer role.
- You will read code and write scripts.
- You will not be assigned features, and you are not backup capacity for the engineering roadmap.
- Not a DevOps role.
- You need to read logs and understand how our services are deployed.
- You do not need to run the infrastructure.
- Not a ticket-router.
- If you want to escalate everything and own nothing, you will not enjoy this.
Work Environment:
- We are distributed across the Americas and we operate as one unit.
- The support we deliver is caring, empathetic, and human, and also ambitious, direct, and comprehensive.
- We are integrated with the people who build the product in a way that is real and never taken for granted.
- This is a team for someone who wants honest, hard work and the rewards that come with it.
- It is a difficult team for anyone afraid to ask questions or to be questioned.
- Always forward, never backward.
- We have good days and bad days, and we face them together.
Benefits:
- Competitive pay based on the work you do here, not on your previous salary.
- Work from anywhere.
- Career growth in a company still small enough for you to shape.