SaaS Support Engineer: Data & API Troubleshooter

Monks; Bogotá; Presencial; COP 66.960.000 - 94.860.000; Jornada completa

Descripción de la vacante

Monks in Bogotá, Colombia seeks a customer-facing technical support professional to own end-to-end issue resolution for a global SaaS platform. You will tackle product, data, and configuration issues via chat, email or tickets, and collaborate with Product, Engineering, DevOps and QA to drive improvements.

The ideal candidate has 3–5 years in technical support, strong SQL skills, API testing experience, and excellent communication—B2B experience is a plus.

Formación

• 3–5 years of experience in technical support, application support, or customer-facing technical roles.
• Strong SQL skills for querying and analyzing data.
• Experience with API testing tools and scripting in bash.
• Excellent written and verbal communication, with ability to explain technical topics clearly.
• Experience in B2B environments is a plus.

Responsabilidades

• Serve as first/second point of contact for customer inquiries via chat, email and ticketing systems.
• Own issues end-to-end, ensuring timely resolution of product functionality and data problems.
• Investigate and resolve technical issues by analyzing logs and APIs.
• Assist with system configuration, integration support, and monitoring for stability.
• Create and maintain knowledge base articles and troubleshooting guides.

Conocimientos

SQL

API testing

Bash scripting

Communication

Root cause analysis

SaaS understanding

Cross-functional collaboration

Issue escalation

Herramientas

Jira

Postman

Descripción del empleo

Monks in Bogotá, Colombia seeks a customer-facing technical support professional to own end-to-end issue resolution for a global SaaS platform. You will tackle product, data, and configuration issues via chat, email or tickets, and collaborate with Product, Engineering, DevOps and QA to drive improvements.

The ideal candidate has 3–5 years in technical support, strong SQL skills, API testing experience, and excellent communication—B2B experience is a plus.