Technical Customer Support Analyst

Crypto Pro Network; Brasil; On-site; BRL 150,000 - 180,000; Full time

Benefits offered by this job

Unlimited paid time off

Employee Stock Option program

Remote-first work environment

Premium health, dental, and life insurances

Job summary

A global fintech company is seeking a Bilingual Tech Support Analyst to provide outstanding customer support and technical assistance in navigating blockchain and payment technologies. This remote-first position requires fluency in English and Spanish, along with a strong technical background in API troubleshooting and crypto concepts. The role offers unlimited paid time off, premium insurance, and an employee stock option program, supporting professional growth in a diverse workplace.

Qualifications

• Full fluency in English and Spanish (written and spoken) is required.
• Strong troubleshooting ability regarding web‑based and distributed systems.
• Experience in client‑facing support in SaaS, fintech, or crypto exchange.

Responsibilities

• Provide technical customer support via email, phone, and live chat.
• Support developers with API configurations and troubleshooting.
• Analyze RESTful API components including authentication and transactions.

Skills

Fluent in English

Fluent in Spanish

Technical troubleshooting

API integration support

Blockchain concepts knowledge

Education

Degree in Computer Science or Engineering

Tools

Zendesk

Job description

We are a diverse team that takes pride in understanding the perspectives of others. We fully embrace working remotely and we are eager to act, improve and accelerate progress inside and outside of our organization.

To drive revolutionary changes in society and make crypto useful, we delight our customers with world‑class products, deep care, and intentional empathy.

Your Purpose

The Bilingual Tech Support Analyst is a strategic liaison between our TOP business users and the technology that supports it. By providing deep technical troubleshooting and seamless API support, the ideal candidate ensures that partners can navigate the world of blockchain, cross‑border payments, and local fiat transactions with confidence. This role is vital for maintaining user trust and driving product adoption within a highly dynamic digital asset ecosystem, directly contributing to a world‑class customer experience.

Reports To

Business Technical Support Manager

Who You Are

The ideal candidate is a technically proficient communicator who thrives in the fast‑paced fintech and crypto space.

• Languages: Full fluency in both English and Spanish (written and spoken) is required.
• Technical Skills: Strong troubleshooting ability regarding web‑based and distributed systems, RESTful APIs (JSON/XML), and blockchain concepts such as wallets, transactions, and gas fees.
• Experience: Background in client‑facing support, preferably within SaaS, fintech, or crypto exchange environments. Experience with transaction reconciliation and analyzing logs or error traces is essential.
• Availability:
• 9 am - 6 pm or 11 am - 8 pm MEX
• 10 am - 7 pm or 12 pm - 9 pm COL
• 12 pm - 9 pm or 2 pm - 11 pm ARG/BRA
• Education: A background in Computer Science, Engineering, or equivalent experience is preferred.

What You Will Do

• Provide technical customer support via email, phone, and live chat using Zendesk.
• Support developers and business partners with API configurations, debugging, and platform integrations.
• Troubleshoot complex issues related to crypto wallet integrations, as well as deposit and withdrawal processes.
• Analyze RESTful API components including authentication, rate limits, webhooks, and transaction creation.
• Perform transaction reconciliation and generate reports for businesses facing transaction issues.
• Investigate logs and error traces to identify the root causes of failed transactions or data discrepancies.
• Collaborate with product and engineering teams to elevate complex technical issues with detailed context.
• Document known issues and contribute to a comprehensive internal and external knowledge base.
• Monitor support trends to suggest proactive improvements for tools and documentation.
• Educate users on security best practices, including 2FA and private key management.
• Translate complex blockchain and technical concepts into clear, empathetic, and understandable guidance.

Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.

What We Offer

• Me Time program, including unlimited paid time off.
• Remote‑first work environment.
• Employee Stock Option program.
• Zero trading fees through our Bitso Alpha app.
• Extended Family Leave policy: all birthing parents, non‑birthing parents and adopting parents are eligible for a 4‑month leave.
• Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina.