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Technical Support Engineer II



IT, Customer Service
Bogotá, Bogota, Colombia
Posted on Thursday, February 8, 2024
About The Role

Be an owner

  • Provide effective support to the different customers, both internal and external
  • Perform the relevant analysis of the evidence provided by internal and external customers to find causes and solutions to the problems presented
  • Proactively identify potential problems and implement preventive measures to ensure platform stability
  • Collaborate with other teams to identify and resolve complex technical issues
  • Provide technical guidance to junior team members.
  • Identify and document solutions to technical incidents and create knowledge base for future reference.
  • Manage SLA’s and maintain a high compliance and accomplishment of it.
  • Be updated with technology trends to deliver best technical solutions possible.

Be a solver

  • Understand the tickets end to end, without disregarding the responsibility until the problem is solved.
  • Deep dive on the client’s most recurrent tickets to analyze internally what kind of actions we can take to avoid them in the future.
  • Ensure a good relationship with several external stakeholders to understand the client’s main pain points from different perspectives.
  • Position yourself internally to ensure that the tickets and issues are getting solved as minka’s main priority to impact on positively on churn and revenue.

Write it down

  • Create guidelines and handbooks to structure platforms circle best practices.
  • Suggest improvements to technical solutions and update the technical documentation.
  • Keep up-to-date with platform releases.
  • Maintain and update the company knowledge base.

Required Skills

  • +3 years of experience working in Support, IT or Customer technical support in fintechs, payments companies or start-ups.
  • Bachelor’s degree in computer science or similar. Information technology degree is a nice to have.
    • Knows how the internet and the web works on the network and protocol level, from TCP/IP to REST APIs.
  • Previous experience working in fast paced environments at early-stage start-ups.
  • Previous experience in Backend (preferably nodejs)
  • Ability to construct SQL queries and to analyze technical logs.
  • Ability to travel when required and rotate on weekends and nights.
  • Ability to construct SQL queries and to analyze technical logs.
  • Ability to navigate through apps like Postman, Looker or Bigquery
  • Advanced communication skills with internal and external stakeholders. Previous client management with the financial system is a plus.
  • Fluent English and Spanish is a must.
  • Ability to travel when required and rotate on weekends and nights.

minka’s Culture

In this role, you will work with our team of engineers and product managers in a fast-paced startup environment. You will collaborate closely with other members of the Product team, Engineering and Sales. We are building a new infrastructure for money and prefer generalization vs customer-specific requests and scalability vs customer-specific projects.

We value highly-motivated, somewhat crazy, and creative individuals on a mission to improve the way people interact with money.