Get AI-powered advice on this job and more exclusive features. 4ON is a payments company with presence across 10 countries in Latin America and the US. We help merchants all over the world accept payments and make payouts to users in Latin America and receive their money where they prefer. By enabling businesses to accept payments with local payment methods and in local currency, 4ON’s solution unlocks significant revenue for merchants all over the world. What is the Role 4ON’s Support team is spread across the Americas, we operate as a unit. We are distributed yet intimate. The service we deliver is caring, empathetic, and human yet ambitious, direct, and comprehensive. We don’t do it alone, as we are integrated with our core developers in a way that is real, genuine, and never taken for granted. Our team is a dream for someone seeking honest, hard work and rewards. It is a nightmare for anyone afraid to ask questions or be questioned — always forward, never backward. We have our good days and our not so good days, and we face them together, as a team. We listen. We solve. We guide. We get it. And we’re excited to bring on a new team member. What You Will Be Doing Drive the evolution of our support services and tooling Triage support issues Provide an expert level of service to our customers Ensure technical customer issues are serviced within SLA Manage support cases and provide support until resolution Maintain strong relationships with our customers and providers for the delivery of technical support and issue resolution Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction Investigate various technical issues related to payment processes such data consistency, API errors, network errors, etc. Work across multi-cultural and geographically distributed teams Contribute to product documentation, customer knowledge base, and best practices guides Create lab environments to replicate customer issues. Communicate tactfully with customers: gather information, provide diagnostic and resolution steps, convey process and product guidance Test and troubleshoot APIs Develop or integrate software when need arises What You Bring 3+ years of experience in technical support or related customer-facing role Experience with payments A technical background in Software Engineering A customer oriented focus Strong understanding of and experience with web service APIs Collaboration with Developer teams on escalation issues Understand the lifecycle and future direction for the supported products or services Advanced level of hands-on generalist experience with consuming and integrating 3rd party APIs Proficiency with written and verbal English Proficiency with written and verbal Spanish Based in Latin America Bonus Points Proficient with or willing to learn Portuguese Experience with Cloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker Familiar with the following languages: Typescript, Go Proficient with Unix/Linux systems Additional Information - We Take Care Of Our People As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, 4ON is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. Competitive pay based on the work you do here and not your previous salary Ability to work from anywhere Opportunity for career growth in an innovative and dynamic environment Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Referrals increase your chances of interviewing at 4ON by 2x Get notified about new Technical Support Lead jobs in Colombia . 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