About the Role Be an owner Provide effective support to the different customers, both internal and external Perform the relevant analysis of the evidence provided by internal and external customers to find causes and solutions to the problems presented Proactively identify potential problems and implement preventive measures to ensure platform stability Collaborate with other teams to identify and resolve complex technical issues Provide technical guidance to junior team members. Identify and document solutions to technical incidents and create knowledge base for future reference. Manage SLA's and maintain a high compliance and accomplishment of it. Be updated with technology trends to deliver best technical solutions possible. Be a solver Understand the tickets end to end, without disregarding the responsibility until the problem is solved. Deep dive on the client's most recurrent tickets to analyze internally what kind of actions we can take to avoid them in the future. Ensure a good relationship with several external stakeholders to understand the client's main pain points from different perspectives. Position yourself internally to ensure that the tickets and issues are getting solved as minka's main priority to impact positively on churn and revenue. Write it down Create guidelines and handbooks to structure platforms circle best practices. Suggest improvements to technical solutions and update the technical documentation. Keep up-to-date with platform releases. Maintain and update the company knowledge base. Required Skills +3 years of experience working in Support, IT or Customer technical support in fintechs, payments companies or start-ups. Bachelor's degree in computer science or similar. Information technology degree is a nice to have. Knows how the internet and the web work on the network and protocol level, from TCP/IP to REST APIs. Previous experience working in fast-paced environments at early-stage start-ups. Previous experience in Backend (preferably nodejs). Ability to construct SQL queries and analyze technical logs. Ability to travel when required and rotate on weekends and nights. Ability to navigate through apps like Postman, Looker or Bigquery. Advanced communication skills with internal and external stakeholders. Previous client management with the financial system is a plus. Fluent English and Spanish is a must. minka's Culture In this role, you will work with our team of engineers and product managers in a fast-paced startup environment. You will collaborate closely with other members of the Product team, Engineering and Sales. We are building a new infrastructure for money and prefer generalization vs customer-specific requests and scalability vs customer-specific projects. We value highly-motivated, somewhat crazy, and creative individuals on a mission to improve the way people interact with money. #J-18808-Ljbffr