[Hiring] Customer Support Engineer @Qventus

Role Description

We’re looking for an experienced Customer Support Engineer to join our Support team. In this role, you will leverage your expertise in SaaS customer support. This is a high-impact role that will influence our support processes, strengthen customer outcomes, and shape our company’s growth trajectory.

Key Responsibilities

• Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities.
• Collaborate closely with our Client Success, Engineering, Product, and Analytics teams.
• Engage with customers and stakeholders to validate concepts and gather feedback.
• Ensure a seamless user experience that balances simplicity, rigor, and delight.
• Deliver and communicate a cohesive product vision that aligns with company goals.
• Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed.
• Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner.
• Manage ticket queues to minimize response times and maximize first-call resolution rates.
• Develop a deep understanding of technical issues and provide expert-level support to customers.
• Stay up-to-date on product knowledge to continually improve support quality.

Qualifications

• 2+ years of experience in customer support.
• Strong communicator with the ability to influence and collaborate across all levels.
• Understanding of customer relationship management principles.
• Understanding of SQL fundamentals, including writing queries, joins, filtering, and basic data analysis.
• Proven track record in managing a high volume of tickets.
• Proficiency in software troubleshooting and debugging.
• Hands-on experience with tools such as Zendesk and JIRA.
• Experience with issue escalation and working with Engineering teams.
• A systems thinker who balances big-picture vision with attention to detail.
• Passion for real-world impact and solving meaningful problems.

Bonus Points For

• Experience with reading and writing SQL queries.
• Familiarity with Datadog logs.
• Background in healthcare.

Location

Candidates must be located in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay.

Benefits

Benefits and perks are subject to plan documents and may change at the company's discretion.

Equal Opportunity Employment

Qventus values diversity in its workforce and proudly upholds the principles of Equal Opportunity Employment. We welcome all qualified applicants and ensure fair consideration for employment without discrimination based on any legally protected characteristics.

Compliance and Privacy

Qventus participates in the E-Verify program as required by law and is committed to providing reasonable accommodations to individuals with disabilities in compliance with the Americans with Disabilities Act (ADA). In compliance with the California Consumer Privacy Act (CCPA), Qventus provides transparency into how applicant data is processed during the application process.

Employment is contingent upon the satisfactory completion of our pre-employment background investigation and drug test.