Senior Customer Engineer

About the team:

• We work in cross-functional, autonomous teams. We follow continuous delivery best practices executed on top of a modern technology stack. 
• Our products are built for developers, by developers. Technological excellence is at the heart of what we do.  
• We are pragmatic and customer-focused. We strive to find the right set of trade-offs in order to validate our hypothesis as early as possible, iterating on our products based on customer feedback. 
• We communicate transparently. We do weekly all-hands where we get together to discuss company performance and goals.
• While we are global and remote-friendly, we also operate from our vibrant offices in CDMX and Sao Paulo. To accommodate the various time zones in which we are based, we ensure we’re always synced up for at least 3 hours per day.
• Also, we are backed by some of the leading investors in Silicon Valley and Latin America, including Founders Fund, Kaszek Ventures, and YCombinator.
  
  

Your opportunity:

• Serve as a subject matter expert driving deep technical and product expertise while advising customers and internal teams on best practices and strategic use
• Lead the exploration and adoption of emerging AI technologies, proactively identifying new tools and creative applications to improve support efficiency, accelerate problem-solving, and scale the impact of the Customer Engineering organization.
• Own the end-to-end management of complex customer incidents, leading cross-functional resolution efforts and providing clear, timely communication to customers and stakeholders throughout the issue lifecycle.
• Lead deep technical investigations into complex post-implementation issues, partnering with Engineering to identify defects, unblock integrations, and deliver exceptional support that enables developers to successfully scale with Belvo.
• Assess the impact, scope, and severity of technical issues, performing root cause analysis and driving remediation plans while ensuring appropriate prioritization and escalation paths.
• Act as a strategic technical partner throughout the customer lifecycle, collaborating closely with Engineering and other cross-functional teams to improve reliability, scalability, and customer outcomes.
• Drive self-service and operational excellence initiatives, authoring and maintaining customer-facing documentation, identifying knowledge gaps, and scaling support through reusable resources and process improvements.

Selecionamos as principais informações da posição. Para conferir o descritivo completo, clique em "acessar"