Your Purpose You will be supporting developers, business clients, and partners with deep technical troubleshooting, especially around APIs and platform integrations. You’ll play a vital role in helping businesses interact seamlessly with our API, whether they’re integrating withdrawals, deposits or consuming our trading API. Your work will directly impact user trust and product adoption in the highly dynamic crypto and digital asset space. This is an exciting opportunity to work at the core of our business/sales/operations/account management teams, always taking into account BLOCKHAIN, CROSSBORDER PAYMENTS, and LOCAL FIAT payments.
Reports To
Technical Customer Specialist
Who You Are
- Currently living in Colombia or Mexico.
- Fluency in English and Spanish (written and spoken).
- Strong technical troubleshooting ability with a focus on web-based and distributed systems.
• Working knowledge of
- APIs (REST/JSON)
- Tools like Postman, curl, browser dev tools
- Scripting/programming skills in Python, JavaScript, or equivalent.
- Experience in a client-facing support role, preferably in a SaaS or fintech environment.
- Ability to work independently and manage multiple customer issues simultaneously.
- Excellent communication skills and a customer-centric attitude.
Nice to have
- Crypto/ Blockchain knowledge.
- Previous experience supporting crypto exchanges, wallet providers, or blockchain infrastructure.
- Understanding of blockchain concepts (wallets, transactions, block explorers, gas fees).
- Familiarity with crypto-specific APIs.
- Exposure to support platforms like Zendesk, Jira.
- Background in Computer Science, Engineering, or equivalent experience.
What You Will Do
- Provide technical customer support in both English and Spanish through email,
phone, and live chat (Must be familiar with Zendesk).
• Troubleshoot issues related to
- Crypto wallet integrations
- Withdrawals and Deposits integrations
- RESTful APIs (authentication, rate limits, webhooks, transactions creation)
- Transaction reconciliation and reports (Provide support to businesses that have issues with their transactions)
- Assist clients with API configuration, debugging, and interpreting JSON/XML payloads.
- Analyze logs and error traces to identify root causes for failed transactions, wallet sync issues, or data discrepancies.
- Collaborate with product and engineering teams to escalate complex issues with detailed technical context.
- Document known issues and maintain a rich knowledge base for internal and customer use.
- Identify trends in support tickets and contribute to proactive tooling and documentation improvements.
- Educate users on security best practices, especially in areas like 2FA, private key management, and secure API use.
- Deliver clear and empathetic responses, translating complex blockchain concepts into understandable guidance for all user levels.
Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.
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