LATAM Tech Support Engineer - SaaS FinTech

Utila; Mexico; On-site; PHP 3,710,575 - 5,565,862; Full time

Job summary

Utila is hiring as its first Technical Support Engineer in LATAM to drive technical success for customers in the region. You will investigate issues, collaborate globally, and serve as a trusted technical resource throughout the customer journey.

You’ll engage with Product, Engineering, and Customer Success teams to ensure smooth case handling, identify blockers, and push for continuous process improvements, while building lasting customer relationships.

Qualifications

• 3+ years of experience as a Technical Support Engineer or Product Support Engineer.
• Experience supporting SaaS products.
• Native-level English and Spanish.
• Excellent interpersonal and communication skills.
• Team-oriented with a collaborative approach.
• Experience with APIs and cloud environments (AWS, Azure, etc.).
• Familiarity with observability tools such as Datadog.
• Comfortable as the first regional hire and contributing to process-building.

Responsibilities

• Investigate and troubleshoot issues reported by customers, reproducing problems and involving team members as needed.
• Apply strong analytical and critical-thinking skills to diagnose and resolve complex technical challenges.
• Build and maintain strong customer relationships through clear communication and professionalism.
• Collaborate with Product, Engineering, and Customer Success teams globally to ensure smooth case handling and knowledge sharing.
• Take a proactive approach to customer satisfaction by identifying concerns early and removing blockers.
• Escalate high-priority issues to management as needed, ensuring visibility and timely resolution.
• Identify opportunities to improve internal processes, documentation, and support workflows and drive these improvements.
• Provide structured reporting and updates to give visibility into open issues and customer status.

Skills

Bilingual English/Spanish

SaaS product support

Analytical thinking

Excellent communication

Team collaboration

APIs & cloud experience

Autonomous starter

Observability tools familiarity

Tools

Datadog

AWS

Azure

GCP

Job description

Utila is hiring as its first Technical Support Engineer in LATAM to drive technical success for customers in the region. You will investigate issues, collaborate globally, and serve as a trusted technical resource throughout the customer journey.

You’ll engage with Product, Engineering, and Customer Success teams to ensure smooth case handling, identify blockers, and push for continuous process improvements, while building lasting customer relationships.