Technical Support Engineer

Who we are... At Trustonic, we make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. We partner with mobile carriers, retailers, and financiers across 30+ countries, powering device financing solutions that drive economic inclusion, profitability, and growth. We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure. Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’. We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team. Click here if you would like to find out more about Trustonic's culture code. If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you! A bit about the team and what you'll deliver... We’re looking for a passionate, customer-focused Technical Support Engineer to join our team in Bogotá and play a key role in delivering world-class technical support. As a Technical Support Engineer , you’ll be at the heart of our global product organisation — solving complex technical challenges and ensuring our customers have an exceptional experience with Trustonic products. You’ll collaborate across engineering, product, and support teams, contribute to product quality, and help shape the knowledge and processes that power our customer success. As a Technical Support Engineer you will: Resolve complex technical issues across production and non-production environments Own and troubleshoot customer cases from a global support queue Provide clear, timely updates and proactively manage customer expectations Collaborate cross-functionally to deliver high-quality, seamless customer experiences Apply Knowledge-Centred Support (KCS) methodology to document solutions Author, publish, and continuously improve knowledge base articles Communicate complex technical concepts clearly to both technical and non-technical stakeholders Participate in product testing, including new releases Contribute to improving customer-facing documentation (Wiki & Zendesk) Effectively manage workload and priorities in alignment with team objectives Continuously expand your expertise across the Trustonic SaaS platform What you bring... Experience & Background Demonstrable years of relevant technical support experience Experience with support tools such as JIRA and Zendesk preferred Fluent English (written and spoken) — able to explain complex technical topics clearly Technical Skills SQL databases Linux (SSH keys & certificates) Git APIs Basic scripting (BASH or Python) Working knowledge of AWS Exposure to mobile technologies (highly advantageous) What make you, you... Adaptable – open to change and continuously improving processes Action-oriented – take ownership, meet commitments, and drive results Organised & decisive – prioritise effectively and manage workload confidently Technically confident – solid understanding of your domain and responsibilities Growth-focused – proactive about learning and receptive to feedback A clear communicator – able to influence, facilitate, and align teams Collaborative – foster positive teamwork and knowledge sharing Ethical & accountable – act with integrity and uphold our culture Engineering degree, or relevant experience What we can provide you in return for your investment... Competitive compensation A base salary that reflects your expertise and impact. Bonus scheme to share in our success. Financial security & wellbeing Private medical insurance from day one. Flexibility & work-life balance Hybrid working arrangements to support your lifestyle. An open holiday policy with no upper limit—take the time you need, when you need it. Support for volunteering and causes that matter to you. Growth & development Opportunities for professional development and career progression. Exposure and interaction with global teams. Inclusive, supportive culture A commitment to diversity, equity, and inclusion. A collaborative environment where your voice is valued and your wellbeing is prioritised. Impact & purpose The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives. #LI-Hybrid Trustonic is an equal opportunity employer. We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge .