Technical Support Engineer

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

📋 Description

• Deliver technical support, configuration, and troubleshooting for Sumsub platform issues for B2B clients.

• Conduct technical analysis of reported issues and establish resolution strategies.

• Collaborate daily with fellow engineers to create technical action plans.

• Take responsibility for cases that require escalation.

• Work alongside other teams to address clients’ technical inquiries.

• Serve as a point of contact between clients and internal Sumsub resources.

• Engage with clients through chat, email, and outbound calls.

⛳️ Requirements

• Proficient in English and Spanish or Portuguese, both spoken and written, with a minimum upper-intermediate level.

• Over 1 year of experience in technical support, ideally in SaaS, web, or mobile applications.

• Strong understanding of HTTP requests and status codes.

• Familiarity with REST APIs and JSON.

• Capable of debugging network requests using a browser developer console.

• Ability to read and write basic SQL queries.

• Knowledge of web and mobile SDK integration request flows from client to backend.

• Competence in isolating problems to the appropriate technical layer.

• Customer-centric mindset.

• Analytical thinker with the ability to navigate frequently changing information.

• Experience with Postman or similar API troubleshooting tools is advantageous.

• Familiarity with Grafana, Kibana, Datadog, or similar logging and monitoring tools is a plus.

• Understanding of KYC/AML, identity verification, or fintech/compliance sectors is a plus.

🏝️ Benefits

• Remote-first, trust-based work culture.

• Flexibility to work from the location that suits you best.

• No compulsory office days.

• Optional office or coworking spaces available in select locations.

• Birthday holiday.

• 10 personal days off each year.

• Seven sick days without the need for paperwork.

• Extra time off during the Christmas and New Year holidays.

• Fair and transparent market-aligned compensation.

• Opportunities for professional growth.

• Coverage for role-specific events.

• Fully funded team offsite events multiple times a year.

• Provision of necessary tools and hardware for work.

• Personal development plans in place.

• Open feedback culture with clear objectives.