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 warrant

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