SD Solutions

Technical Support Engineer

SD Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Medellin • Colombia

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Tech Stack

ERPMongoDBSOAPSQL

About the role

  • Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, 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.
  • Provide expert technical support on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution.
  • Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
  • Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation.
  • 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.

Requirements

  • 3+ Years of Experience
  • 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 in 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.
  • Non-standard work schedule involving late-hour shifts.
Benefits
  • Contact us to get more details about the benefits we offer.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLMongoDBAPI integrationPostmantroubleshootingERP systemsAccounts PayableFinancial Managementrelational databasesdata structure
Soft Skills
analytical abilitiescustomer-centric mindsetcommunication skillsproblem-solving skillsteam playeradaptabilityself-motivatedflexibilitycollaborationworkflow understanding