Technical Customer Support Analyst

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

The Bilingual Tech Support Analyst is a strategic liaison between our TOP business users and the technology that supports it. By providing deep technical troubleshooting and seamless API support, the ideal candidate ensures that partners can navigate the world of blockchain, cross-border payments, and local fiat transactions with confidence. This role is vital for maintaining user trust and driving product adoption within a highly dynamic digital asset ecosystem, directly contributing to a world-class customer experience.

Reports To

Business Technical Support Manager

Who You Are

The ideal candidate is a technically proficient communicator who thrives in the fast-paced fintech and crypto space.

• Languages: Full fluency in both English and Spanish (written and spoken) is required.

• Technical Skills: Strong troubleshooting ability regarding web-based and distributed systems, RESTful APIs (JSON/XML), and blockchain concepts such as wallets, transactions, and gas fees.

• Tools: Proficient with Zendesk, Postman, curl, and browser developer tools. Familiarity with Jira is preferred.

• Programming: Basic scripting or programming skills in Python, JavaScript, or an equivalent language.

• Experience: Background in client-facing support, preferably within SaaS, fintech, or crypto exchange environments. Experience with transaction reconciliation and analyzing logs or error traces is essential.

• Availability:

• 9 am - 6 pm or 11 am - 8 pm MEX

• 10 am - 7 pm or 12 pm - 9 pm COL

• 12 pm - 9 pm or 2 pm - 11 pm ARG/BRA

• Education: A background in Computer Science, Engineering, or equivalent experience is preferred.

What You Will Do

• Provide technical customer support via email, phone, and live chat using Zendesk.

• Support developers and business partners with API configurations, debugging, and platform integrations.

• Troubleshoot complex issues related to crypto wallet integrations, as well as deposit and withdrawal processes.

• Analyze RESTful API components including authentication, rate limits, webhooks, and transaction creation.

• Perform transaction reconciliation and generate reports for businesses facing transaction issues.

• Investigate logs and error traces to identify the root causes of failed transactions or data discrepancies.

• Collaborate with product and engineering teams to escalate complex technical issues with detailed context.

• Document known issues and contribute to a comprehensive internal and external knowledge base.

• Monitor support trends to suggest proactive improvements for tools and documentation.

• Educate users on security best practices, including 2FA and private key management.

• Translate complex blockchain and technical concepts into clear, empathetic, and understandable guidance.

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.

#LI-Remote

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:

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Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges

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High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility.

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Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity.

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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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