Company Description Continuum AI is the first B2B automated returns software provider focused on wholesale, distribution, and manufacturing organizations. The company helps businesses streamline and optimize their returns processes, reducing manual work and improving operational efficiency. Continuum AI leverages modern technology and data-driven workflows to enhance accuracy and visibility across complex supply chains.

Team members collaborate closely with customers to deliver scalable solutions that support growth and better end-to-end returns management. About the role

We're looking for a Production Support / Application Support Engineer to own our customer support function: the queue, the process, and the day-to-day customer experience. You are the person customers rely on when a return or warranty claim doesn't process correctly. Working across our platform, our customers' ERP systems, and vendor warranty portals, you diagnose issues, resolve them quickly, and keep our accounts running.

This is a hands-on role with real ownership. You won't simply route tickets to engineering — you're expected to understand each issue, drive it to resolution, and stay accountable for everything in the queue, including issues that arrive while you're out.

Reports to: Customer Support Leadership

Location: Remote (Latin America preferred), working 9:00 a.m. – 6:00 p.m. CST What you'll do

Own the support queue from intake through resolution, maintaining awareness of every open issue at all times

Triage and prioritize incoming tickets quickly, assigning each based on severity and customer impact so the backlog stays clear

Drive tickets to resolution instead of handing them to engineering for status updates. When engineering is needed, provide a clear write-up of the issue, its customer impact, and the specific action requested

Diagnose the underlying cause of each issue — a data-sync gap, a configuration rule, or a product defect





Investigate and resolve returns, RMA, and warranty-claim failures across the Customer, Warranty, Vendor & Finance, and Warehouse hubs, including crediting errors and mismatched credit memos

Resolve data-sync issues between Continuum and customer ERPs (Prophet 21, Eclipse, CSD): missing address or VMI data, RMAs received in Continuum but not the ERP, and missing line items

Respond to platform availability reports and return-portal issues, including UI and filter problems, visibility and permissions questions, and SSO and user-access requests

Configure and adjust customer-specific business logic, including restock and freight-line handling, category add-ons, and status-driven crediting

Monitor Managed Service automation (auto-assignment, routing, and customer notifications) and correct problems before they reach customers

Maintain coverage during planned and unplanned absences, and review anything that came in while you were out on your first day back

Send leadership a daily summary of open incidents by account, with a short description and recommended action for each, flagging anything that needs escalation What we're looking for

3+ years in a customer support, technical support, or production support role for a B2B software product

Experience owning a support queue, with a track record of resolving issues rather than only tracking them

Solid troubleshooting skills — you can determine whether a problem is caused by data, configuration, or code, and reproduce it reliably

Hands-on experience with a distribution ERP

Proficiency with Jira,



including reporting and automation, and strong documentation habits

Clear written and verbal communication, with a habit of bringing recommendations, not just problems

Strong organization and time management, with the ability to balance the queue, meetings, and ongoing product learning Nice to have

Familiarity with returns, RMA, warranty-claim, or credit and AR workflows in distribution or manufacturing

Hands-on experience with Prophet 21, Eclipse, or CSD

Ability to read data across systems (SQL, API payloads, or integration logs) to trace failures

Experience with root-cause analysis and preventive fixes alongside an engineering team

Background in HVAC, electrical, plumbing, or industrial distribution How success is measured

Within the first 90 days and on an ongoing basis:

Triage, prioritize, and assign incoming tickets within 90 minutes during business hours (9:00 a.m. – 6:00 p.m. CST)

Keep every ticket moving — no ticket stays open past seven business days without a documented plan noting owner, next action, and due date

Include a written note on every hand-off to engineering describing the issue, the customer impact, and the requested action

Review all tickets received during any absence within one business day of returning

Deliver a daily report to leadership covering open incidents by account, each with a recommended action

Build enough product knowledge to triage and resolve independently, reflected in a rising rate of tickets resolved without escalation

Complete daily queue triage every business day without deferring it for meeting preparation Equal Opportunity

Continuum is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

📌 Product Application Engineer (Bogotá)
🏢 Continuum AI
📍 Bogotá