Summary: This role involves owning technical issues, leading internal escalations, and investigating complex payment and onboarding problems within FinTech or SaaS environments. Highlights: 1. Full ownership of technical issues with focus on root cause analysis 2. Lead internal escalations with Engineering and Product teams 3. Thrive in a fast-paced environment with a customer-centric mindset What will you do with us? * Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, Payment Ops, and Customer Success teams, ensuring a seamless troubleshooting process \- including information gathering, root cause analysis, and clear resolution communication. * Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact. * Thoroughly investigate and troubleshoot complex payment\-related issues, including flows, failures, and errors. * Provide expert support on onboarding issues affecting payees, including validation and server errors. * Identify trends in technical challenges, driving long\-term improvements to enhance customer satisfaction and system reliability. * Maintain internal documentation and actively contribute to knowledge\-sharing across the team. What hard skills do we need? * Professional Experience in roles such as Technical Support, Product Support, or customer\-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors. * Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting. * API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage. * Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R\&D, Product, and customer\-facing teams. * Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones. * Troubleshooting and Problem\-Solving Skills: Excellent analytical abilities with a strong customer\-centric mindset. * Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer\-friendly explanations. * API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus. * Work Environment Adaptability: Experience thriving in a fast\-paced environment, managing multiple priorities and customer escalations effectively. * Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability. * Personal Attributes: Self\-motivated, quick learner, adaptable, and an effective team player. * Strong verbal and written communication skills in English, (Hebrew as advantage) Tipo de puesto: Tiempo completo Idioma: * Ingles (Obligatorio) Lugar de trabajo: Híbrido en El Poblado, Antioquia