Support Engineer

Sherpas; Colombia; Hybrid; COP 60,000,000 - 90,000,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

SQL

Logs analysis

English fluency

Customer support

Education

Computer Science degree

Tools

DevTools

Admin panel

Data pipelines

Job description

This is a hybrid frontline support and support engineering role. You own the support queue end to end. When an advisor writes in, you are the first response - friendly, fast, and competent. Most issues you resolve yourself: you can read logs, query a database, spot a data-quality problem, reproduce a bug, and tell the difference between \"this is broken\" and \"this was used wrong\". What genuinely needs engineering, you escape to our team in Valencia with a clean reproduction and everything they need to fix it in one pass - no ping-pong.

What you will do

• Own first response on all support channels - email, in-app, Slack Connect with enterprise clients - during US Eastern business hours.
• Triage, reproduce and resolve technical issues: failed analyses, blank outputs, data extraction errors, sync problems, unexpected results.
• Investigate independently - read application logs, run SQL queries, inspect data pipelines - before escalating.
• Write airtight escalations for engineering: reproduction steps, affected accounts, logs, suspected cause.
• Route non-technical questions fast: planning and methodology questions go to our product experts, account-level conversations to leadership.
• Build the support knowledge base as you go: every issue you solve twice becomes a documented article or an internal runbook.
• Feed patterns back to product and engineering: if the same error generates ten tickets, propose the in-product fix that kills the ticket category.
• Track and report support metrics: volume, categories, resolution time, escalation rate.

What we are looking for

Must have

• 2-5 years in technical support, support engineering, solutions 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: your tickets, escalations and knowledge-base articles are clear, complete and kind.
• Patient and unflappable with non-technical users - our customers are financial advisors, not developers, and some are having a bad day when they write in.
• Based in Colombia, with full overlap on US Eastern business hours (8am-5pm ET).
• Experience supporting a fintech, wealth-tech or other data-heavy SaaS product.
• Familiarity with data pipelines, document extraction, or AI-powered products and their failure modes.
• Spanish - our engineering team works in both languages.
• Experience building or improving support processes: queues, macros, knowledge bases.
• A computer science degree - we care what you can debug, not where you studied.
• Financial planning knowledge - planning-methodology questions route to our in-house experts.
• Prior startup experience - but you should enjoy the ownership that comes with a small, fast-moving team.

What success looks like

• Advisors get a substantive first response within the hour, and most issues are resolved without touching engineering.
• Escalations to Spain are so complete that engineers fix them without a single follow-up question.
• The recurring-issue count trends down because you got the root causes fixed in-product.

How we hire

• A conversation in English about your work and how you debug.
• A short, paid practical exercise: a realistic support scenario with logs and data - triage it, resolve what you can, write the escalation for the rest.
• A working session with our engineering team in Spain.