Customer Engineering Intern

 A little bit about us:

We are Belvo, an open finance API platform with the bold vision of democratizing access to financial services in Latin America. We enable any financial innovator to access and interpret financial data, as well as initiate payments from their end-users accounts. We’re turning the messy complexities of the Latin American financial ecosystem into a modern set of tools to access and interpret data and move money in a seamless and secure way.

We’re a highly-technical, passionate, and driven team. We are more than 90 people and our team currently represents 20 nationalities. We have offices in São Paulo and Mexico City – while a large portion of us work remotely.

We are tackling a very stimulating problem: connecting fintech innovators with legacy financial infrastructure. We strive to go beyond the limits of what is possible today and to do so in an elegant and developer-first way.

Since starting our adventure in May 2019, we have raised $56m from the leading VC investors globally.

You can read more about our company here and about our team and culture here. Also, head to our blog for more news about what we’re building and how we work.

About the team:

• We work in cross-functional, autonomous teams. We follow continuous delivery best practices executed on top of a modern technology stack. 

• Our products are built for developers, by developers. Technological excellence is at the heart of what we do.  

• We are pragmatic and customer-focused. We strive to find the right set of trade-offs in order to validate our hypothesis as early as possible, iterating on our products based on customer feedback. 

• We communicate transparently. We do weekly all-hands where we get together to discuss company performance and goals.

• While we are global and remote-friendly, we also operate from our vibrant offices in CDMX and Sao Paulo. To accommodate the various time zone sin which we are based, we ensure we’re always synced up between 3 pm and 6 pm, CEST.

• Also, we are backed by some of the leading investors in Silicon Valley and Latin America, including Founders Fund, Kaszek Ventures, and YCombinator.
  

Your opportunity:

• Become an expert on Belvo’s Open Finance solutions portfolio, both from a technical and a product perspective

• Manage client technical questions regarding implementation, use of Belvo’s products, and product errors, etc. while seeking to improve the customer experience

• Quantify an issue’s scope and severity in order to solve or escalate to the correct internal area

• Implement changes to reduce ticket volumes, increase scalability and quality of our support

• Work as part of the Customer Engineering team throughout the client’s lifetime but collaborate closely with the Engineering team in day-to-day

• Author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our clients

• Collaborate with technical writers to improve Belvo’s helpcenter, documentation and tutorials

• Collaborate with Belvo’s Product team to provide client feedback and impact roadmap development
  

This position may be for you if:

• Advanced english (writing and speaking)

• You are a student in your 3rd university year or older

• Have basic programming knowledge in any language such as Python, Javascript, Java, PHP, Ruby or Go

• You are eager to increase your knowledge of technology and fintech in Latin America

• You enjoy helping people solve problems and understand technical concepts.

• You have a client-first attitude. You know customer support is a key function and very important to the success of any business.

• You have excellent written and communication skills

• You are an empathetic person and can focus on the what and why behind customer issues over being right. You know you have to work effectively with both the customer and internal teams to solve problems.

• You can keep track of multiple responsibilities at a time. You are organized, methodic and data-driven whenever possible.

• You are process-driven. You understand it is important for teamwork to work together to follow processes and also look for ways to improve them.

You can adapt to new environments quickly and look for ways to help even before you understand everything.

Amazing if:

• Familiarity with fintech, open banking and/or payments

• Have a degree in courses related to Engineering, Computer Science, Information Systems, Systems Analysis;

• Experience with SQL

Comfortable reading and writing in Spanish

Our process steps:

At Belvo every hire is so important to us, that we share the decision to hire as a team.

• People team chat

• Take-home challenge

• Challenge presentation

• Team fit chat

• Meet the founders

Our perks:

🚀 Stock options (we are all owners and this is very important to us)

📈 Annual company bonus linked to company performance

🔆 Flexible working hours

🔝 Remote friendly

🐶 Pet friendly

🧘🏾‍♀️ Access to mental health service

👩🏻‍⚕️ Health Insurance

🎊 Paid time off on your birthday

💻 Renew your laptop every 3 years

🙋 Training Budget

😎 Team building events

🙀 Bank holidays swap inside the same month

🔋 Fitness/ wellness stipends

🚀 Yearly offsite

🍒 Fresh fruit every week, all-you-can-drink tea and coffee

🏝 Extra days off when completing company anniversary