This is a hybrid frontline support and support engineering role. You own the support queue end to end. When an advisor writes in, you are the first response - friendly, fast, and competent. Most issues you resolve yourself: you can read logs, query a database, spot a data-quality problem, reproduce a bug, and tell the difference between "this is broken" and "this was used wrong". What genuinely needs engineering, you escape to our team in Valencia with a clean reproduction and everything they need to fix it in one pass - no ping-pong.

What you will do

- Own first response on all support channels - email, in-app, Slack Connect with enterprise clients - during US Eastern business hours.
- Triage, reproduce and resolve technical issues: failed analyses, blank outputs, data extraction errors, sync problems, unexpected results.
- Investigate independently - read application logs, run SQL queries, inspect data pipelines - before escalating.
- Write airtight escalations for engineering: reproduction steps, affected accounts, logs, suspected cause.
- Route non-technical questions fast: planning and methodology questions go to our product experts, account-level conversations to leadership.
- Build the support knowledge base as you go: every issue you solve twice becomes a documented article or an internal runbook.
- Feed patterns back to product and engineering: if the same error generates ten tickets, propose the in-product fix that kills the ticket category.
- Track and report support metrics: volume, categories, resolution time, escalation rate.

What we are looking for

Must have

- 2-5 years in technical support, support engineering, solutions engineering or QA at a B2B software company.




- Comfortable with SQL and reading application logs; able to navigate a web app's dev tools and an admin panel without hand-holding.
- Fluent, professional-level English, written and spoken: your tickets, escalations and knowledge-base articles are clear, complete and kind.
- Patient and unflappable with non-technical users - our customers are financial advisors, not developers, and some are having a bad day when they write in.
- Based in Colombia, with full overlap on US Eastern business hours (8am-5pm ET).
- Experience supporting a fintech, wealth-tech or other data-heavy SaaS product.
- Familiarity with data pipelines, document extraction, or AI-powered products and their failure modes.
- Spanish - our engineering team works in both languages.
- Experience building or improving support processes: queues, macros, knowledge bases.
- A computer science degree - we care what you can debug, not where you studied.
- Financial planning knowledge - planning-methodology questions route to our in-house experts.
- Prior startup experience - but you should enjoy the ownership that comes with a small, fast-moving team.

What success looks like

- Advisors get a substantive first response within the hour, and most issues are resolved without touching engineering.
- Escalations to Spain are so complete that engineers fix them without a single follow-up question.
- The recurring-issue count trends down because you got the root causes fixed in-product.

How we hire

- A conversation in English about your work and how you debug.
- A short, paid practical exercise: a realistic support scenario with logs and data - triage it, resolve what you can, write the escalation for the rest.
- A working session with our engineering team in Spain.

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📌 Support Engineer (Colombia)
🏢 Sherpas
📍 Colombia