[Hiring] Tech Customer Support Specialist @Bitso

Role Description

We are looking for a Tech Customer Support Analyst 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.

Qualifications

• 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.

Requirements

• Experience with crypto or blockchain products (nice to have).
• 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) (nice to have).

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.

Benefits

• 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-month leave.
• Premium health, dental, and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil, and Argentina.

Company Description

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.