Support Engineer (Remote Contractor, Latin America)

Support Engineer (Remote Contractor, Latin America)Rutter is the leading B2B2B unified API company that helps fintechs and banks integrate with SMB financial data. Our platform powers the next generation of embedded finance by connecting to accounting, commerce, banking, and payments systems so fintechs can build products that save SMBs time and money. We are backed by a16z and serve customers including PayPal, Capital One, Mercury, Parafin, Airwallex, Payoneer, Intuit, Sage, Walmart, Taktile, Oscilar, and many others. Our infrastructure supports innovative fintech and banking products and is used by millions of SMBs.We are looking for a dedicated technical support engineer to help provide technical support for all of our customers. You will work closely with customers, product, and engineering teams to solve technical problems, drive customer satisfaction, and contribute to our support process improvement.Role ResponsibilitiesAssist with the first level of technical support for all of our customers.Investigate, resolve, and triage incoming support tickets in a timely manner during business hours in Eastern Standard Time (9am–5pm), and urgent issues from some select enterprise customers at all times.Participate in a nighttime on-call rotation (5pm–1am EST) on weekdays (Monday-Friday) to provide support for urgent issues as needed.Collaborate with product, engineering, and the broader organization to improve our customers' experience with Rutter.Work on internal tooling, small coding changes, and other support-oriented side projects that improve our support process.What You Need to be SuccessfulHigh level of English proficiency.Comfortable using tools like Postman (or curl) to reproduce issues customers face while using Rutter's REST API.Able to read and/or write workable code (not production-grade) in a high-level language such as Python, TypeScript, or Ruby.Proficient in SQL.Love working with customers and helping them be successful.Love asking lots of questions.High attention to detail and able to see the bigger picture from individual tickets.Experience in technical support or software engineering.What you'll getA fast-paced, collaborative environment.Generous paid time off, quarterly company-wide recharge days, and a wellness stipend.Seniority levelEntry levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesSoftware DevelopmentJ-18808-Ljbffr