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Support - Mid Support Engineer

Latin America

Clara is the leading spend management platform for companies in Latin America. Our end-to-end solution includes locally-issued corporate cards, bill pay, and our highly-rated software platform; already being used by thousands of the most successful companies across the region.

Clara is backed by top investors and strategics including Accial Capital, Canary, Citi Ventures, Coatue, DST Global, General Catalyst, Goldman Sachs, ICONIQ Growth, Kaszek, Monashees, and Notable Capital, as well as prominent angel investors.

Disclaimer: This role is open to all candidates across LATAM, not just posting location.

Objective

Provide effective technical assistance and support to customers, clients, or internal users. This includes diagnosing and resolving technical issues, responding to inquiries, and ensuring a positive and efficient user experience with the product or service. The Support Engineer Associate aims to contribute to customer satisfaction and retention by delivering timely and accurate technical solutions, often working in collaboration with other teams to address more complex issues.

Responsibilities

We are looking for a Support Engineer who will:

  • Take ownership of customer issues reported and see problems through to resolution
  • Identify and resolve technical issues detected in our products
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles

Technical Skills

Our requirements for this position are:

  • We are looking for a candidate with 2+ years of experience as a Software Developer or Support Engineer.
  • Proven working experience in enterprise technical support, IT support or as a technical engineer
  • Strong problem-solving skills
  • Excellent written and verbal communication skills
  • Availability to be on call when needed
  • B2 english and spanish level B2
  • Debug HTTP requests using Postman or similar tools SQL queries
  • Agile software methodologies
The way we do things is as important as what we do. That is why we operate on a set of carefully-identified values. They are what we expect from ourselves and each other in our day-to-day.
 

We value

* Clarity - Open and direct communication
* Simplicity - Pare things down to the essential
* Ownership - We're all owners and act like it
* Pride - Make quality products we're proud of
* Always Be Changing (ABC) - Continuous self-improvement
* Inclusivity - Every voice counts; we value each other for our shared mission and contributions
 

We are

* Shaping business finances in Latin America
* Driven by our 6 core values
* Proud of our inclusive and caring culture
* Certified as Top LinkedIn Startup

 

What We offer 

* Competitive salary & a robust stock ownership plan
* 100% flexible work model
* A set of benefits that are adaptable to your needs & way of life
* Opportunities for growth in a fast-paced environment
* A chance to shape B2B payments in Latin America and increase the region’s economic competitiveness

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