Technical Support Engineer

Job Description

A bit about the team and what you'll deliver...

We’re looking for a passionate, customer-focused Technical Support Engineer to join our team in Bogotá and play a key role in delivering world-class technical support. As a Technical Support Engineer, you’ll be at the heart of our global product organisation — solving complex technical challenges and ensuring our customers have an exceptional experience with Trustonic products. You’ll collaborate across engineering, product, and support teams, contribute to product quality, and help shape the knowledge and processes that power our customer success.

As a Technical Support Engineer you will:

• Resolve complex technical issues across production and non-production environments
• Own and troubleshoot customer cases from a global support queue
• Provide clear, timely updates and proactively manage customer expectations
• Collaborate cross-functionally to deliver high-quality, seamless customer experiences
• Apply Knowledge-Centred Support (KCS) methodology to document solutions
• Author, publish, and continuously improve knowledge base articles
• Communicate complex technical concepts clearly to both technical and non-technical stakeholders
• Participate in product testing, including new releases
• Contribute to improving customer-facing documentation (Wiki & Zendesk)
• Effectively manage workload and priorities in alignment with team objectives
• Continuously expand your expertise across the Trustonic SaaS platform

What you bring...

Experience & Background

• Demonstrable years of relevant technical support experience
• Experience with support tools such as JIRA and Zendesk preferred
• Fluent English (written and spoken) — able to explain complex technical topics clearly

Technical Skills

• SQL databases
• Linux (SSH keys & certificates)
• Git
• APIs
• Basic scripting (BASH or Python)
• Working knowledge of AWS
• Exposure to mobile technologies (highly advantageous)

What make you, you...

• Adaptable – open to change and continuously improving processes
• Action-oriented – take ownership, meet commitments, and drive results
• Organised & decisive – prioritise effectively and manage workload confidently
• Technically confident – solid understanding of your domain and responsibilities
• Growth-focused – proactive about learning and receptive to feedback
• A clear communicator – able to influence, facilitate, and align teams
• Collaborative – foster positive teamwork and knowledge sharing
• Ethical & accountable – act with integrity and uphold our culture

Qualifications

• Engineering degree, or relevant experience

Additional Information

What we can provide you in return for your investment...

Competitive compensation

• A base salary that reflects your expertise and impact.
• Bonus scheme to share in our success.

Financial security & wellbeing

• Private medical insurance from day one.

Flexibility & work-life balance

• Hybrid working arrangements to support your lifestyle.
• An open holiday policy with no upper limit—take the time you need, when you need it.
• Support for volunteering and causes that matter to you.

Growth & development

• Opportunities for professional development and career progression.
• Exposure and interaction with global teams.

Inclusive, supportive culture

• A commitment to diversity, equity, and inclusion.
• A collaborative environment where your voice is valued and your wellbeing is prioritised.

Impact & purpose

• The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.

#LI-Hybrid

Trustonic is an equal opportunity employer.  We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.