Customer Support Engineer - LALA

About CloudWalk:

CloudWalk is a global financial technology company on a mission to increase access to financial services through technology. We build products like InfinitePay to empower millions of entrepreneurs, helping them run and grow their businesses with simplicity, transparency, and speed. We also operate internationally, including JIM US, our operation in the United States.

About the LALA Team:

The LALA team is our regional Customer Support unit serving Latin American markets with localized, high-context support. We work across time zones and languages to make every customer feel heard and supported.

About the Role:

We are looking for a Customer Support Engineer to join our LALA team. In this role, you will handle complex customer situations across Spanish and Portuguese, investigate account, payment, and transaction issues, and collaborate with product, risk, and operations teams to deliver fast, accurate solutions.

What You'll Do

CloudWalk is a global financial technology company on a mission to increase access to financial services through technology. We build products like InfinitePay to empower millions of entrepreneurs, helping them run and grow their businesses with simplicity, transparency, and speed. We also operate internationally, including JIM US, our operation in the United States. We move fast, think big, and take ownership. Here, autonomy comes with responsibility.
At CloudWalk (InfinitePay) Customer Support at InfinitePay goes far beyond answering tickets. It is about understanding real problems, solving them end to end, and making sure customers leave more confident and capable.
We are looking for strong communicators who enjoy technology and actively use the most up-to-date AI tools and AI agents as part of how they work, keeping pace with CloudWalk’s speed and scale. Working closely with AI agents is already part of the role — and it is a key direction for how our support operation continues to evolve. This role comes with real ownership, full context, and direct impact on the customer experience.

What You Need to Succeed

Experience providing customer support in a fast-paced environment, ideally in fintech, payments, or SaaS.
Strong problem-solving skills and ability to handle complex or sensitive customer situations.
Excellent written and verbal communication in Spanish and Portuguese; English is a plus.
Familiarity with support tools, CRMs, and ticketing workflows.
Empathy, resilience, and a proactive attitude toward customer challenges.
Ability to collaborate across teams and time zones.

The Future We See:

At CloudWalk, we envision a future where AI empowers every field to reach new heights:
• People teams leveraging AI to transform talent acquisition and employee development.
• Marketing professionals creating data-driven, AI-powered campaign strategies.
• Customer Success teams enhancing client experiences with intelligent solutions.
• Risk analysts combining human expertise with AI to navigate complexities.
• Designers collaborating with AI to push creative boundaries.

Join us at CloudWalk, where we're not just engineering solutions; we're building a smarter, AI-driven future for payments—together.

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