Tech Customer Support Specialist
Bitso is seeking a Tech Customer Support Specialist to join our team and take ownership of technical support across our products. In this role, you will focus on solving complex technical issues, working closely with engineering and product teams, while also supporting onboarding and basic operational flows when needed. You will sit at the intersection of clients, operations, onboarding, and engineering, ensuring issues are resolved quickly and that users can operate without friction. Many issues happen in real-time and may directly impact transactions and revenue, requiring fast response, clear prioritization, and strong coordination across teams. Beyond solving issues, you will help identify patterns, improve processes, and contribute to scaling our support operations.
Key responsibilities include troubleshooting and resolving complex issues related to APIs, transactions, integrations, and system behavior. You will analyze logs and error traces to identify root causes and propose solutions, assist clients and internal teams with API configuration, debugging, and technical investigations, and collaborate with Engineering and Product teams to escalate issues with clear and structured context. Additionally, you will support and coordinate incident resolution, including real-time troubleshooting and alignment with internal teams, communicate clearly with clients during incidents, providing timely updates and managing expectations, and support onboarding flows to help unblock clients during account setup and activation. Handling recurring transactional issues and guiding users through resolution, acting as a central support point for internal teams, coordinating and routing issues across onboarding, support, product, and engineering teams, identifying recurring issues and contributing to improvements in tooling, documentation, and processes, maintaining and improving internal knowledge bases, and communicating clearly and effectively, translating technical issues into simple and actionable explanations are also part of your responsibilities.
The ideal candidate will have fluency in English (spoken and written), with fluency in Spanish strongly preferred. Experience in a technical support or client-facing role within SaaS, fintech, or similar industries is essential. Strong troubleshooting skills, especially in web-based and API-driven systems, hands-on experience with APIs (REST/JSON) and debugging tools like Postman and browser developer tools, and strong communication and interpersonal skills are required. A high sense of ownership and accountability, ability to manage multiple issues simultaneously and prioritize effectively, problem-solving mindset and ability to navigate ambiguity, and comfort working in fast-paced environments and handling real-time issues are also important. Nice-to-have qualifications include experience with crypto or blockchain products, familiarity with transaction flows (payments, wallets, settlements), experience with SPEI (Mexico’s payment system), basic scripting skills (Python, JavaScript, or similar), experience with tools like Zendesk and Jira, and proficiency in Portuguese (spoken and written).
At Bitso, we offer a remote-first work environment, allowing you to work from anywhere. Our 'Me Time' program includes unlimited paid time off, and we provide an Employee Stock Option program. Employees enjoy zero trading fees through our Bitso Alpha app and are eligible for our Extended Family Leave Policy, which offers a 4-month leave for all birthing parents, non-birthing parents, and adopting parents. We also offer premium health, dental, and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil, and Argentina.
Bitso is the leading cryptocurrency platform in Latin America, with over 9 million users. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products. Joining our team means taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products. For those willing to commit, adapt, and pioneer the most important change of the century, we offer exponential growth and the opportunity to thrive.