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Support Engineer

Clara

Clara

Customer Service
Latin America
Posted on Tuesday, June 4, 2024

Clara is the leading spend management platform for companies in Latin America. Our end-to-end solution includes our locally-issued corporate cards, a Bill Pay product, financing solutions, and our highly-rated software platform; already being used by thousands of the most successful companies across the region.

Clara is backed by top global and regional investors such as GGV Capital, Coatue, DST Global Partners, General Catalyst, monashees, Acrew Capital, Kaszek, Citius, Canary, Citi Ventures, Picus Capital, Avid Ventures, ICONIQ Growth, Endeavor Catalyst, Goldman Sachs, Accial Capital, and prominent angel investors.

Responsibilities

We are looking for a Support Engineer who will:

  • Take ownership of customer issues reported and see problems through to resolution
  • Identify and resolve technical issues detected in our products
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles

Objective

Provide effective technical assistance and support to customers, clients, or internal users. This includes diagnosing and resolving technical issues, responding to inquiries, and ensuring a positive and efficient user experience with the product or service. The Support Engineer Associate aims to contribute to customer satisfaction and retention by delivering timely and accurate technical solutions, often working in collaboration with other teams to address more complex issues.

Technical Skills

Our requirements for this position are:

  • Proven working experience in enterprise technical support, IT support or as a technical engineer
  • Strong problem-solving skills
  • Excellent written and verbal communication skills
  • Availability to be on call when needed
  • We are looking for a candidate with 2+ years of experience as a Software Developer or Support Engineer.

They should also have experience using the following software/tools:

  • Debug HTTP requests using Postman or similar tools SQL queries
  • Agile software methodologies
The way we do things is as important as what we do. That is why we operate on a set of carefully-identified values. They are what we expect from ourselves and each other in our day-to-day.

We value

* Clarity - Open and direct communication
* Simplicity - Pare things down to the essential
* Ownership - We're all owners and act like it
* Pride - Make quality products we're proud of
* Always Be Changing (ABC) - Continuous self-improvement
* Inclusivity - Every voice counts; we value each other for our shared mission and contributions

We are

* Shaping business finances in Latin America
* Driven by our 6 core values
* Proud of our inclusive and caring culture
* Certified as Top LinkedIn Startup

We offer

* Competitive salary & a robust stock ownership plan
* 100% flexible work model
* A set of benefits that are adaptable to your needs & way of life
* Opportunities for growth in a fast-paced environment
* A chance to shape B2B payments in Latin America and increase the region’s economic competitiveness