Customer Support Analyst

Summary

Join Bitso's team as a Technical Customer Support Specialist, providing deep technical troubleshooting to developers, business clients, and partners, focusing on APIs and platform integrations. You will play a vital role in ensuring seamless interaction with Bitso's API, impacting user trust and product adoption in the crypto and digital asset space. This position requires fluency in English and Spanish, strong technical troubleshooting skills, and experience in a client-facing support role, preferably in a SaaS or fintech environment. You will work independently during afternoon-night hours, managing multiple customer issues simultaneously. The ideal candidate will possess excellent communication skills and a customer-centric attitude. This is a remote-first position.

Requirements

• Currently living in Colombia
• Fluency in English and Spanish (written and spoken)
• Strong technical troubleshooting ability with a focus on web-based and distributed systems
• Working knowledge of: APIs (REST/JSON)
• Tools like Postman, curl, browser dev tools
• Scripting/programming skills in Python, JavaScript, or equivalent
• Experience in a client-facing support role, preferably in a SaaS or fintech environment
• Ability to work independently during afternoon - night hours and manage multiple customer issues simultaneously
• Excellent communication skills and a customer-centric attitude

Responsibilities

• Provide technical customer support in both English and Spanish through email, phone, and live chat (Must be familiar with Zendesk)
• Troubleshoot issues related to: Crypto wallet integrations
• Withdrawals and Deposits integrations
• RESTful APIs (authentication, rate limits, webhooks, transactions creation)
• Transaction reconciliation and reports (Provide support to businesses that have issues with their transactions)
• Assist clients with API configuration, debugging, and interpreting JSON/XML payloads
• Analyze logs and error traces to identify root causes for failed transactions, wallet sync issues, or data discrepancies
• Collaborate with product and engineering teams to escalate complex issues with detailed technical context
• Document known issues and maintain a rich knowledge base for internal and customer use
• Identify trends in support tickets and contribute to proactive tooling and documentation improvements
• Educate users on security best practices, especially in areas like 2FA, private key management, and secure API use
• Deliver clear and empathetic responses, translating complex blockchain concepts into understandable guidance for all user levels

Preferred Qualifications

• Crypto/ Blockchain knowledge
• Previous experience supporting crypto exchanges, wallet providers, or blockchain infrastructure
• Understanding of blockchain concepts (wallets, transactions, block explorers, gas fees)
• Familiarity with crypto-specific APIs
• Exposure to support platforms like Zendesk, Jira
• Background in Computer Science, Engineering, or equivalent experience

Benefits

• Me Time program, including unlimited paid time off
• Remote-first work environment
• Employee Stock Option program
• Zero trading fees through our Bitso Alpha app
• Extended Family Leave Policy: all birthing parents, non-birthing parents and adopting parents are eligible for a 4-months leave
• Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina
• Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more