Hybrid Support Engineer — Frontline Debugging & Escalations

Sherpas; Colombia; Híbrido; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Sherpas is seeking a hybrid frontline support and support engineering role based in Colombia. You will own the support queue end to end, respond quickly to advisors, reproduce issues with logs and SQL, and escalate when needed to engineering in Valencia with a clean reproduction.

You will build knowledge base articles, track metrics, and help reduce recurring issues by proposing in-product fixes. Fluency in English, Spanish, and a CS degree are valued. Remote overlap with US hours is required.

Formación

• 2–5 years in technical support, support 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.
• Based in Colombia with overlap on US Eastern business hours (8am–5pm ET).
• Experience supporting fintech/wealth-tech or data-heavy SaaS products.
• Familiarity with data pipelines, document extraction, or AI-powered products and their failure modes.
• Spanish language proficiency; able to operate in a bilingual team.
• Experience building or improving support processes: queues, knowledge bases.

Responsabilidades

• Own first response on all support channels during US Eastern business hours.
• Triage, reproduce and resolve technical issues: failed analyses, data extraction errors, sync problems.
• Read application logs, run SQL queries, inspect data pipelines before escalating.
• Write clear escalations for engineering with steps, logs and suspected causes.
• Route non-technical questions to product or leadership; escalate as needed.
• Contribute to the knowledge base and internal runbooks with resolved issues.
• Provide metrics on volume, categories, resolution time and escalation rate.

Conocimientos

SQL

Logs analysis

English fluency

Customer support

Educación

Computer Science degree

Herramientas

DevTools

Admin panel

Data pipelines

Descripción del empleo

Sherpas is seeking a hybrid frontline support and support engineering role based in Colombia. You will own the support queue end to end, respond quickly to advisors, reproduce issues with logs and SQL, and escalate when needed to engineering in Valencia with a clean reproduction.

You will build knowledge base articles, track metrics, and help reduce recurring issues by proposing in-product fixes. Fluency in English, Spanish, and a CS degree are valued. Remote overlap with US hours is required.