Cobre is Latin America’s leading instant b2b payments platform.
We solve the region’s most complex money movement challenges by building advanced financial infrastructure that enables companies to move money faster, safer, and more efficiently.
We enable instant business payments—local or international, direct or via API—all from a single platform.
Built for fintechs, PSPs, banks, and finance teams that demand speed, control, and efficiency.
From real-time payments to automated treasury, we turn complex financial processes into simple experiences.
Cobre is the first platform in Colombia to enable companies to pay both banked and unbanked beneficiaries within the same payment cycle and through a single interface.
We are building the enterprise payments infrastructure of Latin America!
What we are looking for
The Technical Support Analyst is a key professional on the support team, responsible for providing direct technical assistance and integration support to both internal and external clients.
This role focuses on effectively resolving technical issues related to Cobre's products or services, contributing to the achievement of the technical support area's objectives by meeting quality and customer satisfaction metrics.
What would you be doing
Technical Support:
- Diagnose and resolve technical issues related to the company's products or services.
- Use tools such as SQL, DBeaver, Postman, and New Relic to identify and address problems.
- Escalate complex or critical issues to the technology and product teams, ensuring complete documentation and resolution of the case.
- Monitor and track open tickets to ensure resolution within the agreed service level agreements (SLAs).
- Provide regular updates to clients or internal teams regarding the status of cases.
Documentation:
- Maintain and update the knowledge base with solutions and technical guides.
- Contribute to improving internal documentation based on resolved cases and daily learnings.
Customer Support:
- Deliver professional, empathetic, and solution-oriented customer service.
- Identify opportunities to enhance the customer experience by analyzing feedback and recurring issues.
- Work closely with the technology team and other departments to ensure continuity and quality of support.
- Participate in training sessions and team meetings to stay aligned with area objectives.
What do you need
- Technical or university degree in IT, Systems Engineering, or related fields (or equivalent experience).
- 1-2 years of prior experience in technical support or customer service roles with a technical focus.
- Basic knowledge of CRM or ticket management tools.
- Technical certification is desirable.
- Knowledge of databases and SQL queries (ideally using tools like DBeaver).
- Basic to intermediate experience with testing and monitoring tools such as Postman and New Relic.
- Familiarity with operating systems, basic networks, and user hardware.
- Experience in fintech or banking environments with API integrations.
- Intermediate English (desirable for global environments or technical documentation).
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