Customer Engineer

Summary

Join Belvo, an open finance API platform, as a Customer Engineer and become an expert on Belvo’s Open Finance solutions. Manage client questions regarding implementation, use of Belvo’s products, and billing, while striving to improve customer experience. Quantify issues, solve or escalate them, and implement changes to enhance support scalability and quality. Collaborate with the Customer Engineering and Engineering teams, create and maintain knowledge base articles, and work with technical writers and the Product team. This role requires 1-2 years of customer support experience with technical products, strong communication skills (native Portuguese, good English), basic programming knowledge, and a client-first attitude. The ideal candidate will have API and AI model integration experience, fintech/SaaS experience, and Spanish fluency.

Requirements

• You have at least 1-2 years of experience in customer support of a technical product
• You are organized and data-driven because what you can’t measure you cannot improve
• Empathy is a core value for you. Understanding the what and why behind customer questions is more important than being right. And you know you have to work effectively with both the customer and internal teams to solve problems
• Client-first attitude. You know customer support is a key function and very important to the success of any business. You don’t see it as an entry-level position and therefore you are committed to working with us in the next 1-2 years
• You are process-driven. You know critical mission teams obsess over processes and there’s a reason for that: by not wasting time thinking of what to do, we can use our brain power for creative problem-solving
• You know perfect products would be bug-free and so intuitive that Support teams would not be needed. You also know perfection does not exist, but you are committed to doing your best work to close that gap
• You are adaptable and enjoy fast-paced environments, thriving when you have to multitask
• Excellent communication skills, with a native level of Portuguese and a good level of English
• Basic programming knowledge in any languages such as Python, Javascript, Java, PHP, Ruby or Go

Responsibilities

• Become an expert on Belvo’s Open Finance solutions portfolio, both from a technical and a product perspective
• Manage client questions regarding implementation, use of Belvo’s products, billing, etc. while seeking to improve the customer experience
• Quantify an issue’s scope and severity in order to solve or escalate to the correct internal area
• Implement changes to reduce ticket volumes and increase scalability and quality of our support
• Work as part of the Customer Engineering team throughout the client’s lifetime but collaborate closely with the Engineering team in day-to-day
• Author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our clients
• Collaborate with technical writers to improve Belvo’s helpcenter, documentation and tutorials
• Collaborate with Belvo’s Product team to provide client feedback and assist in roadmap development

Preferred Qualifications

• You have integrated an API
• You have integrated an AI model
• Fintech, developer-first API tools, and SaaS past experience
• Fluency in Spanish, both written and verbal
• Experience with Brazilian Open Finance

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
• Access to mental health service
• Health Insurance
• Paid time off on your birthday
• Renew your laptop every 3 years
• Training Budget
• Team building events
• Bank holidays swap inside the same month
• Fitness/ wellness stipends
• Yearly offsite
• Fresh fruit every week, all-you-can-drink tea and coffee