Overview
At Lupa, we're hiring a Senior Product Support Engineer to join a fast-growing SaaS company building the leading Cloud Go-To-Market platform — the technology that powers multi-million-dollar cloud marketplace revenue for some of the most exciting AI and software companies in the world.
This is a remote, Colombian-based role working US business hours. It's a rare opportunity to serve US enterprise customers in real time — without the night-shift tax — while building an AI-first support function from the ground up. You won't be logging tickets; you'll be the trusted frontline that keeps every customer interaction fast, clear, and dependable. If you love owning problems end-to-end, building trust with sophisticated customers, and using AI as a genuine force multiplier, this is your seat.
What You'll Do
Own customer issue resolution end-to-end — Troubleshoot and resolve technical issues across marketplace listings, co-sell, billing, and integrations. Diagnose root causes in logs and configurations across AWS, Azure, and GCP; respond via email, chat, and live calls; and escalate with structured, well-documented context.
Guide and enable customers — Run product walkthroughs, proactively educate customers on new features and self-serve options, and translate complex concepts into simple, actionable steps for any stakeholder.
Collaborate cross-functionally — Partner with engineering to report bugs and validate fixes, surface recurring pain points to Product, and flag at-risk accounts to Customer Success.
Build knowledge and process — Document every resolution into KB articles, FAQs, and runbooks; spot ticket patterns and propose automation; test new features before they ship; and monitor dashboards for anomalies.
Drive AI-leveraged support ops — Use LLMs and automation tools to speed diagnosis and drafting, build AI playbooks and templates, and set the bar for responsible, human-verified AI across the team.
You'll own metrics like sub-1-hour first response, consistently high CSAT, zero dropped tickets, a living knowledge base, and AI-driven resolution time.
Who You Are
Must-haves
6+ years owning or leading technical support for B2B SaaS.
Fluent, neutral-accent English — you'll be on daily live calls with US enterprise customers (hard requirement).
Based in Colombia with reliable overlap during US business hours.
Demonstrated use of AI in a support workflow (LLMs, copilots, or automation) with measurable impact.
Curiosity about cloud platforms (AWS, Azure, GCP); comfortable reading logs and reasoning about APIs — no coding required.
Bachelor's in CS / IT, or equivalent hands-on experience.
A valid visa to travel is strongly preferred, as customer events and travel to the US may come up.
Nice-to-haves
US-enterprise support experience delivered from LATAM.
Familiarity with cloud marketplace concepts (listings, private offers, CPPO, co-sell).
Ticketing tools (Pylon, Zendesk, Freshdesk, Intercom).
CRM/ERP/automation experience (HubSpot, Salesforce, NetSuite, Workato, n8n).
Technical writing skills.
Exposure to a modern stack (Python, Django, PostgreSQL, TypeScript, React, Terraform, Docker, Kubernetes).
You'll thrive here if you: own problems before being asked, communicate with warmth and clarity, are energized by US-hours async work, treat every interaction as a chance to build trust, use AI accountably, and are obsessed with getting better fast — with zero ego.
What's In It For You
Serve US enterprise customers without a night shift — a rare and highly sought-after LATAM setup that lets you work real-time with world-class SaaS companies during normal business hours.
Build an AI-first support function early — your playbooks and processes will become how the whole team works.
Deep cloud marketplace expertise — grow into one of the fastest-growing channels in B2B SaaS (AWS, Azure, GCP).
Remote-first, ownership-driven culture — real impact, no bureaucracy.
Compensation: Competitive USD compensation - USD 2,500-2,900 a month.
Engagement model: Full-time independent contractor, paid in US dollars.
Schedule: Full-time, aligned to US PST business hours.
Location: Remote from Colombia
Ready to own the customer experience at a company trusted by some of the most exciting names in AI and SaaS? Apply now through Lupa. We review every application personally, and if there's a fit, a Lupa recruiter specializing in this space will reach out to walk you through the role, the team, and next steps. We move fast — and we'll make sure you're set up to succeed.