Senior Customer Engineer

Belvo

6h•Hybrid

About The Position

We are Belvo, an open finance API platform with the bold vision of democratizing access to financial services in Latin America. We enable any financial innovator to access and interpret financial data, as well as initiate payments from their end-users accounts. We’re turning the messy complexities of the Latin American financial ecosystem into a modern set of tools to access and interpret data and move money in a seamless and secure way. We’re a highly-technical, passionate, and driven team. We are more than 90 people and our team currently represents 20 nationalities. We have offices in São Paulo and Mexico City – while a large portion of us work remotely. We are tackling a very stimulating problem: connecting fintech innovators with legacy financial infrastructure. We strive to go beyond the limits of what is possible today and to do so in an elegant and developer-first way. Since starting our adventure in May 2019, we have raised $71m from the leading VC investors globally. About the team: We work in cross-functional, autonomous teams. We follow continuous delivery best practices executed on top of a modern technology stack. Our products are built for developers, by developers. Technological excellence is at the heart of what we do. We are pragmatic and customer-focused. We strive to find the right set of trade-offs in order to validate our hypothesis as early as possible, iterating on our products based on customer feedback. We communicate transparently. We do weekly all-hands where we get together to discuss company performance and goals. While we are global and remote-friendly, we also operate from our vibrant offices in CDMX and Sao Paulo. To accommodate the various time zones in which we are based, we ensure we’re always synced up for at least 3 hours per day. Also, we are backed by some of the leading investors in Silicon Valley and Latin America, including Founders Fund, Kaszek Ventures, and YCombinator.

Requirements

At least 4-5 years of experience in technical customer support, where you had to use API tools like Postman or Swagger, Cursor, Claude, Datadog, etc.
Curious and love problem solving. You don’t rest until you find the root cause of issues and love to bring people and data together to find solutions.
Empathy is a core value for you. Understanding the what and why behind product issues is more important than being right. And you know you have to work effectively with both the customer and internal teams to solve problems.
Client-first attitude. You know customer support is a key function and very important to the success of any business.
Process-driven. You know critical mission teams obsess over processes and there’s a reason for that: by not wasting time thinking on what to do, we can use our brain power for creative problem-solving.
You know perfect products would be bug-free and so intuitive that Support teams would not be needed. You also know perfection does not exist, but you are committed to do your best work to close that gap.
Adaptable and enjoy fast-paced environments, thriving when you have to multitask
Excellent communication skills, with native level of Portuguese and good level of English
Experience full stack coding in any language such as Python, Javascript, Java, PHP, Ruby etc.
You have integrated a REST API
Comfortable leveraging AI tools (e.g., chatbots, copilots, or productivity assistants) to enhance daily workflows and decision-making.

Nice To Haves

Fintech, developer-first API tools and SaaS past experience
Fluency in Spanish, both written and verbal
Degree in Computer Science or similar
You have leveraged AI to fundamentally change the way you work and / or build amazing projects

Responsibilities

Serve as a subject matter expert driving deep technical and product expertise while advising customers and internal teams on best practices and strategic use
Lead the exploration and adoption of emerging AI technologies, proactively identifying new tools and creative applications to improve support efficiency, accelerate problem-solving, and scale the impact of the Customer Engineering organization.
Own the end-to-end management of complex customer incidents, leading cross-functional resolution efforts and providing clear, timely communication to customers and stakeholders throughout the issue lifecycle.
Lead deep technical investigations into complex post-implementation issues, partnering with Engineering to identify defects, unblock integrations, and deliver exceptional support that enables developers to successfully scale with Belvo.
Assess the impact, scope, and severity of technical issues, performing root cause analysis and driving remediation plans while ensuring appropriate prioritization and escalation paths.
Act as a strategic technical partner throughout the customer lifecycle, collaborating closely with Engineering and other cross-functional teams to improve reliability, scalability, and customer outcomes.
Drive self-service and operational excellence initiatives, authoring and maintaining customer-facing documentation, identifying knowledge gaps, and scaling support through reusable resources and process improvements.