Technical Customer Support Analyst - Remote

About the Role

We are looking for a Technical Customer Support Analyst to join our team at Bitso. This remote position is crucial for providing top-notch support to our business users, ensuring they can effectively navigate the world of blockchain and cryptocurrency. As a Technical Customer Support Analyst, you will be the bridge between our users and the technology that powers our platform.

What You'll Do

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

Requirements

• Full fluency in both English and Spanish (written and spoken) is required.
• Strong troubleshooting ability regarding web-based and distributed systems, RESTful APIs (JSON/XML), and blockchain concepts.
• Proficient with Zendesk, Postman, curl, and browser developer tools.
• Basic scripting or programming skills in Python, JavaScript, or an equivalent language.
• Experience in client-facing support, preferably within SaaS, fintech, or crypto exchange environments.
• Background in Computer Science, Engineering, or equivalent experience is preferred.

Nice to Have

• Familiarity with Jira is preferred.
• Experience with transaction reconciliation and analyzing logs or error traces.

What We Offer

• Unlimited paid time off through our Me Time program.
• Remote-first work environment.
• Employee Stock Option program.
• Zero trading fees through our Bitso Alpha app.
• Premium health, dental, and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil, and Argentina.
• Extended Family Leave Policy for all birthing, non-birthing, and adopting parents.

At Bitso, we value diversity and encourage individuals who may not meet every requirement to apply. If you are excited about this role, we want to hear from you!