Associate Customer Engineer

  • Belvo
  • São Paulo, Brazil
  • 27/09/2022
Full time Fintech Forex IT - Software Development

Job Description

A little bit about us:

We are Belvo, a financial API platform with the bold vision of democratizing access to financial services in Latin America. We enable any company or developer to access and interpret their end-users’ financial information. We are turning the rich and diverse Latin American financial ecosystem into a set of developer-friendly tools and APIs.

We’re a highly-technical, passionate and driven team. We are more than 100 people, our team currently represents 26 nationalities and we have offices in Barcelona, Mexico City, and São Paulo - while a large portion of us works remotely.

We are tackling a very stimulating problem: connecting fintech innovators with legacy financial infrastructure. We strive to go beyond the limits of what is possible today and to do so in an elegant and developer-first way.

Since starting our adventure in May 2019, we have raised $56m from the leading VC investors globally.

You can read more about our company here and about our team and culture here. Also, head to our blog for more news about our growth and how we have fun together.

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.
  • We are a flexible international team focused on creating cool stuff. Some of us prefer to work together in one of our offices and others prefer remote. For us, there's no difference as long as you have an excellent internet connection and are able to overlap with the team between 3 pm and 6 pm, CEST timezone.
  • 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:

  • Become an expert on Belvo’s Open Finance solutions portfolio, both from a technical and a product perspective
  • Manage client questions regarding implementation, use of Belvo’s products, billing, etc. while seeking to improve the customer experience
  • Quantify an issue’s scope and severity in order to solve or escalate to the correct internal area
  • Implement changes to reduce ticket volumes and increase scalability and quality of our support
  • Work as part of the Customer Engineering team throughout the client’s lifetime but collaborate closely with the Engineering team in day-to-day
  • Author and maintain customer-facing knowledge base articles to help improve the self-serviceability of our clients
  • Collaborate with technical writers to improve Belvo’s help center, documentation and tutorials
  • Collaborate with Belvo’s Product team to provide client feedback and assist in roadmap development

This position may be for you if:

  • You have at least 1-2 years of experience in customer support of a technical product.
  • You are organized and data-driven because what you can’t measure you cannot improve.
  • Empathy is a core value for you. Understanding the what and why behind customer questions is more important than being right. And you know you have to work effectively with both the customer and internal teams to solve problems.
  • Client-first attitude. You know customer support is a key function and very important to the success of any business. You don’t see it as an entry-level position and therefore you are committed to working with us in the next 1-2 years.
  • You are process-driven. You know critical mission teams obsess over processes and there’s a reason for that: by not wasting time thinking of what to do, we can use our brain power for creative problem-solving.
  • You know perfect products would be bug-free and so intuitive that Support teams would not be needed. You also know perfection does not exist, but you are committed to doing your best work to close that gap.
  • You are adaptable and enjoy fast-paced environments, thriving when you have to multitask.
  • Excellent communication skills, with a native level of Portuguese and a good level of English.

Amazing if:

  • You have integrated an API
  • Experience with Zendesk Guide and Explore
  • Fintech, developer-first API tools, and SaaS past experience
  • Basic programming knowledge in any languages such as Python, Javascript, Java, PHP, Ruby or Go
  • Fluency in Spanish, both written and verbal

Our tech stack:

  • We’re building our platform using modern technologies, putting the focus on reliability and long-term maintainability
  • We primarily use Python on the backend. We use battle-tested technologies such as Django, and we are heavy users of Python’s asyncio for some parts of our stack
  • We use Javascript, Vue.js and Sass on the frontend. We are developing and leveraging our own design system and component library
  • We run our infrastructure on top of Amazon Web Services, leveraging managed services. We tend to favor the use of managed services wherever possible, in order to focus on our business problems
  • We observe and monitor our services using Datadog
  • We follow Continuous Integration and Continuous Delivery best practices

Our process steps:

At Belvo every hire is so important to us, that we share the decision to hire as a team.

  • People team chat
  • Take-home challenge
  • Challenge presentation
  • Meet the founders

Our perks:

Stock options (we are all owners and this is very important to us)

Annual company bonus

Flexible working hours

Remote friendly

Pet friendly

Access to mental health service

Health Insurance

Paid time off on your birthday

Work from any office twice per year

Renew your laptop every 3 years

Training Budget

Team building events

Bank holidays swap inside the same month

Fitness/ wellness stipends

Yearly offsite

Fresh fruit every week, all-you-can-drink tea and coffee

1 week off on your 2-year anniversary