Customer Support Engineer

Qventus is transforming healthcare with innovative solutions using machine learning, generative AI, and behavioral science. They are seeking a Customer Support Engineer to support SaaS products, improve support processes, and enhance customer outcomes.

Location: Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay

Responsibilities

• Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities
• Collaborate closely with Client Success, Engineering, Product, and Analytics teams
• Engage with customers and stakeholders to validate concepts and gather feedback
• Ensure a seamless user experience that balances simplicity, rigor, and delight
• Deliver and communicate a cohesive product vision that aligns with company goals
• Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed
• Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner
• Manage ticket queues to minimize response times and maximize first-call resolution rates
• Develop a deep understanding of technical issues and provide expert-level support to customers
• Stay up-to-date on product knowledge to continually improve support quality

Requirements

• 2+ years of experience in customer support.
• Strong communicator with the ability to influence and collaborate across all levels
• Understanding of customer relationship management principles
• Understanding of SQL fundamentals, including writing queries, joins, filtering, and basic data analysis
• Proven track record in managing a high volume of tickets
• Proficiency in software troubleshooting and debugging
• Hands-on experience with tools such as Zendesk and JIRA
• Experience issue escalation and working with Engineering teams.
• A systems thinker who balances big-picture vision with attention to detail
• Passion for real-world impact and solving meaningful problems