Tech Customer Support Analyst

Working At Bitso

We are a diverse team that takes pride in understanding the perspectives of others. We fully embrace working remotely and we are eager to act, improve and accelerate progress inside and outside of our organization.

To drive revolutionary changes in society and make crypto useful, we delight our customers with world-class products, deep care, and intentional empathy.

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.
• 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 during afternoon - night hours 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.

Who We Are

With over 9 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products.

When we hire people for our team, we specifically test for the following traits in addition to our cultural values:

• Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges

• High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility.

• Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity.

• Self-Management: We look for individuals who can independently manage their work, career, and professional development.

Compensation & Benefits

At Bitso, you are taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products.

So for those willing to commit, adapt and pioneer the most important change of the century we offer:

• Me Time program, including unlimited paid time off.
• Remote-first work environment.
• Employee Stock Option program.
• Zero trading fees through our Bitso Alpha app.
• Extended Family LeavePolicy: all birthing parents, non-birthing parents and adopting parents are eligible for a 4-months leave.
• Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina.
• Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more.

Want to leave an undoubtedly legacy with us? Fasten your seatbelt and join this spaceship, where you will find exponential growth and the opportunity to thrive!

• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
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