We’re hiring a Customer Support Engineer to be on the front line when customers need technical help. You’ll own inbound technical issues from first response through resolution: investigating API behavior, tracing webhooks and data flows, inspecting logs and payloads, reproducing problems, and either fixing the issue yourself or escalating it to Engineering with everything needed to move quickly.

This is not a traditional support role where your job is to route tickets. We’re looking for someone technical, curious, and comfortable getting hands-on. You should be equally at home writing a clear customer response, testing an API endpoint, digging through logs, and working with an engineer to understand why something broke.

Responsabilities:

- Serve as a primary responder for inbound customer technical questions and issues across APIs, webhooks, integrations, and data.
- Triage incoming requests, determine severity and scope, and drive issues toward resolution.
- Communicate clearly and proactively with customers throughout investigations, setting expectations and explaining next steps.
- Own technical issues end-to-end rather than simply routing them to Product or Engineering.
- Reproduce customer-reported issues using API requests, payloads, logs, account configuration, and other diagnostic data.
- Debug API errors, webhook failures, authentication and configuration issues, unexpected data, provider-specific behavior, and integration problems.
- Use tools such as Postman, SQL, observability platforms, scripts, and internal tooling to investigate technical problems.




- Distinguish between customer integration issues, upstream telematics-provider behavior, expected product behavior, data-quality problems, and Catena defects.
- Develop workarounds or lightweight scripts when appropriate to unblock customers quickly.
- Partner with Engineering on issues requiring deeper investigation or product changes.
- Create actionable engineering escalations with reproduction steps, expected versus vigente behavior, relevant payloads and logs, scope, severity, and customer impact.
- Stay involved through resolution and translate technical findings into clear customer-facing answers.

Requirements:

- 2+ years of experience in technical support, support engineering, solutions engineering, implementation, or a similar customer-facing technical role, ideally in an API-first, developer-tool, infrastructure, or B2B SaaS environment.
- Strong working knowledge of REST APIs, HTTP, webhooks, authentication, and JSON.
- Working knowledge of AWS technologies, including CloudWatch, Lambda, API Gateway, Aurora/RDS (Postgres), SQS, and EventBridge.
- Working knowledge of AI coding assistants such as Claude Code, OpenAI Codex, and GitHub Copilot.
- Working knowledge of Python beyond basic scripting.
- Familiarity with SQL and querying production data.
- Advanced level of English

Preferred/Nice to Have

- Experience with support platforms such as HubSpot.
- Experience defining support SLAs, severity levels, escalation procedures, incident communications, or support metrics.
- Experience building internal support tools, scripts, automations, or AI-assisted support workflows.

📌 Customer Support Engineer (Colombia)
🏢 MySavant.AI
📍 Colombia