Customer Support Engineer

About the Role

We’re looking for an experienced Customer Support Engineer to join our Support team. In this role, you will leverage your expertise in SaaS customer support.

This is a high-impact role that will influence our support processes, strengthen customer outcomes, and shape our company’s growth trajectory.

Key Responsibilities

• Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities
• Collaborate closely with our Client Success, Engineering, Product, and Analytics
• Engage with customers and stakeholders to validate concepts and gather feedback
• Ensure a seamless user experience that balances simplicity, rigor, and delight
• Deliver and communicate a cohesive product vision that aligns with company goals
• Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed
• Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner
• Manage ticket queues to minimize response times and maximize first-call resolution rates
• Develop a deep understanding of technical issues and provide expert-level support to customers
• Stay up-to-date on product knowledge to continually improve support quality

What We’re Looking For

• 2+ years of experience in customer support.
• Strong communicator with the ability to influence and collaborate across all levels
• Understanding of customer relationship management principles
• Understanding of SQL fundamentals, including writing queries, joins, filtering, and basic data analysis
• Proven track record in managing a high volume of tickets
• Proficiency in software troubleshooting and debugging
• Hands-on experience with tools such as Zendesk and JIRA
• Experience issue escalation and working with Engineering teams.
• A systems thinker who balances big-picture vision with attention to detail
• Passion for real-world impact and solving meaningful problems

Bonus Points For

• Experience with reading and writing SQL queries, Datadog logs
• Background in healthcare

Candidates must be located in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay.