Technical Customer Support Analyst at Bitso

Bitso

Latin America·14h ago

Mid LevelFull-timeJavaScriptPythonJavaRustGitAPI

Salary Range

$72,250 - $97,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Bilingual Tech Support Analyst to join our team at Bitso, the leading cryptocurrency platform in Latin America. This role involves providing technical support and API assistance to business users, helping them navigate blockchain and crypto transactions.

Key Responsibilities

→Provide technical customer support via email, phone, and live chat using Zendesk
→Support developers and business partners with API configurations, debugging, and platform integrations
→Troubleshoot complex issues related to crypto wallet integrations and transaction processes
→Analyze RESTful API components including authentication, rate limits, webhooks, and transaction creation
→Perform transaction reconciliation and generate reports for businesses facing transaction issues
→Investigate logs and error traces to identify root causes of failed transactions
→Collaborate with product and engineering teams to escalate complex technical issues
→Document known issues and contribute to a comprehensive knowledge base
→Monitor support trends to suggest improvements for tools and documentation
→Educate users on security best practices including 2FA and private key management

Requirements

✓Full fluency in both English and Spanish (written and spoken)
✓Strong troubleshooting ability regarding web-based and distributed systems
✓Experience with RESTful APIs (JSON/XML) and blockchain concepts
✓Proficiency with Zendesk, Postman, curl, and browser developer tools
✓Basic scripting or programming skills in Python, JavaScript, or equivalent
✓Background in client-facing support, preferably in SaaS, fintech, or crypto exchange environments
✓Experience with transaction reconciliation and analyzing logs or error traces
✓Education in Computer Science, Engineering, or equivalent experience