Senior Customer Engineer

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🔥 12 minutes ago

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Belvo

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

🏦 Banking

🔌 API

Fintech • Banking • API

Belvo is a leading open finance platform in Latin America that enables businesses to connect to users’ financial accounts, aggregate financial data, and facilitate payments. The platform supports a wide range of industries, including banking, fintech, lending, e-commerce, and more, by providing tools to access, enrich, and analyze financial data. Belvo offers solutions for understanding and leveraging financial behavior, improving credit risk assessments, and enabling seamless account-to-account payments. Trusted by financial innovators, Belvo enhances decision-making and operational efficiency through comprehensive data aggregation and real-time insights. The company also prioritizes security and compliance in its operations.

📋 Description

• Serve as a subject matter expert driving deep technical and product expertise while advising customers and internal teams on best practices and strategic use • Lead the exploration and adoption of emerging AI technologies, proactively identifying new tools and creative applications to improve support efficiency, accelerate problem-solving, and scale the impact of the Customer Engineering organization. • Own the end-to-end management of complex customer incidents, leading cross-functional resolution efforts and providing clear, timely communication to customers and stakeholders throughout the issue lifecycle. • Lead deep technical investigations into complex post-implementation issues, partnering with Engineering to identify defects, unblock integrations, and deliver exceptional support that enables developers to successfully scale with Belvo. • Assess the impact, scope, and severity of technical issues, performing root cause analysis and driving remediation plans while ensuring appropriate prioritization and escalation paths. • Act as a strategic technical partner throughout the customer lifecycle, collaborating closely with Engineering and other cross-functional teams to improve reliability, scalability, and customer outcomes. • Drive self-service and operational excellence initiatives, authoring and maintaining customer-facing documentation, identifying knowledge gaps, and scaling support through reusable resources and process improvements.

🎯 Requirements

• You have at least 4-5 years of experience in technical customer support, where you had to use API tools like Postman or Swagger, Cursor, Claude, Datadog, etc. • You are curious and love problem solving. You don’t rest until you find the root cause of issues and love to bring people and data together to find solutions. • Empathy is a core value for you. Understanding the what and why behind product issues is more important than being right. And you know you have to work effectively with both the customer and internal teams to solve problems. • Client-first attitude. You know customer support is a key function and very important to the success of any business. • You are process-driven. You know critical mission teams obsess over processes and there’s a reason for that: by not wasting time thinking on what to do, we can use our brain power for creative problem-solving. • You know perfect products would be bug-free and so intuitive that Support teams would not be needed. You also know perfection does not exist, but you are committed to do your best work to close that gap. • You are adaptable and enjoy fast-paced environments, thriving when you have to multitask • Excellent communication skills, with native level of Portuguese and good level of English • Experience full stack coding in any language such as Python, Javascript, Java, PHP, Ruby etc. • You have integrated a REST API • Comfortable leveraging AI tools (e.g., chatbots, copilots, or productivity assistants) to enhance daily workflows and decision-making.

🏖️ Benefits

• Stock options (we are all owners and this is very important to us) • Annual company bonus linked to company performance • Flexible working hours • Remote friendly • Pet friendly • Health Insurance • Paid time off on your birthday • Renew your laptop every 3 years • Training Budget • Team building events • Bank holidays swap within 30 days • Fitness/ wellness stipends • Yearly company offsite • Fresh fruit every week, all-you-can-drink tea and coffee • Extra days off when completing company anniversary • Yearly department offsite