Senior Customer Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as a subject matter expert, providing in-depth technical and product knowledge while guiding customers and internal teams on best practices and strategic applications.

• Spearhead the investigation and implementation of emerging AI technologies, actively seeking new tools and innovative applications to enhance support efficiency, expedite problem-solving, and amplify the impact of the Customer Engineering organization.

• Manage complex customer incidents from start to finish, coordinating cross-functional resolution efforts and ensuring clear, timely communication with customers and stakeholders throughout the issue's lifecycle.

• Conduct thorough technical investigations into intricate post-implementation issues, collaborating with Engineering to identify defects, unblock integrations, and deliver outstanding support that empowers developers to effectively scale with Belvo.

• Evaluate the impact, scope, and severity of technical issues, conducting root cause analyses and formulating remediation plans while ensuring proper prioritization and escalation pathways.

• Serve as a strategic technical partner throughout the customer journey, working closely with Engineering and other cross-functional teams to enhance reliability, scalability, and customer outcomes.

• Lead initiatives focused on self-service and operational excellence, creating and maintaining customer-facing documentation, identifying knowledge gaps, and enhancing support through reusable resources and process improvements.

⛳️ Requirements

• You possess a minimum of 4-5 years of experience in technical customer support, utilizing API tools such as Postman or Swagger, Cursor, Claude, Datadog, etc.

• You are inherently curious and have a passion for problem-solving, always striving to uncover the root cause of issues and adept at uniting people and data to find solutions.

• Empathy is a fundamental value for you; understanding the context and reasons behind product issues is more critical than merely being correct. You recognize the importance of collaborating effectively with both customers and internal teams to resolve problems.

• You maintain a client-first mindset, recognizing that customer support is a vital function essential to the success of any business.

• You are process-oriented, understanding that mission-critical teams prioritize processes to maximize time spent on creative problem-solving rather than deliberating on procedures.

• You acknowledge that while perfect products would be free of bugs and intuitive enough to eliminate the need for support teams, perfection is unattainable; nonetheless, you are dedicated to doing your utmost to bridge that gap.

• You are flexible and thrive in fast-paced environments, enjoying the challenge of multitasking.

• You possess excellent communication skills, with native-level proficiency in Portuguese and a good command of English.

• You have experience in full-stack coding in various languages, including Python, JavaScript, Java, PHP, Ruby, etc.

• You have successfully integrated a REST API.

• You are comfortable using AI tools (e.g., chatbots, copilots, or productivity assistants) to enhance daily workflows and inform decision-making.

🏝️ Benefits

• Stock options (we are all owners and this is very important to us)

• Annual company bonus linked to company performance

• Flexible working hours

• Remote friendly

• Pet friendly

• Health Insurance

• Paid time off on your birthday

• Renew your laptop every 3 years

• Training Budget

• Team building events

• Bank holidays swap within 30 days

• Fitness/ wellness stipends

• Yearly company offsite

• Fresh fruit every week, all-you-can-drink tea and coffee

• Extra days off upon completing a company anniversary

• Yearly department offsite