Yalo
Hi! We’re Yalo! We’re on a mission to revolutionize how businesses sell in an omnichannel way with our intelligent sales platform and intelligent agents powered by cutting-edge AI.
Imagine a world where businesses seamlessly connect with their customers across every channel—offering personalized experiences, anticipating needs, and delivering what they want with ease. That’s the reality we’re building at Yalo.
Born in Latin America and driven by its spirit of innovation, we’re transforming sales for businesses around the globe. From empowering businesses in emerging markets to helping enterprises scale intelligently, we’re redefining how companies engage with their customers and drive growth.
At Yalo, we believe the future of sales is personalized, omnichannel, intelligent, and conversational. Join us as we empower businesses to build stronger relationships and achieve remarkable results worldwide!
Job Summary 🧾
As a Support Engineer, you will resolve 2nd Level Customer problems, bugs or defects by coding or resolving infrastructure issues in Google Cloud Platform or AWS.
You will also work closely with the Engineering Team & Customer Support team to find the best solution. Report updates or escalated issues to make things get solved. Preserve the knowledge on each issue resolution.
What are the responsibilities for this role? 🧠
- Provide 2nd level support for tickets filed for the platform. Provide 3rd level insights to the platform team if needed.
- Read and understand complex application code and make code fixes to resolve support issues.
- Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging.
- Work on maintenance driven coding projects, primarily in Node.js, JavaScript, Lambdas, infrastructure (VPN, containers, k8s).
- Develop tools to aid operations and maintenance.
- Work with the Platform team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.
- Manage platform issues and escalations, delivering the highest level of developer satisfaction
- Work directly with developers of the platform team to resolve escalated issues
- Document complaint reports and troubleshooting steps.
- Provide the Delivery Project Managers & Customer Support team with status updates
- Create detailed and comprehensive post-mortems after a defect or problem is solved.
Job Requirements?💻
- 2 year as Software Engineer coding in Javascript (Node.js) or similar programming language.
- 1 year creating or using microservices and RESTFul APIs.
- 1 year working with Agile Methodologies & Continuous Delivery Continuous Integration (CD|CI)
- Bachelor's degree in Computer Science, Engineering or a related field
- Conversational fluent in english
Nice to have:
- Experience working in Support teams.
- ITIL v3 Certified.
- Amazing communication skills.
- Don’t crack under pressure.
What soft skills matter to us?
- Ability to work under pressure.
- Customer centric.
- Strong written and verbal communication skills in English & Spanish.
- Attention to detail, plus analytical and problem-solving capabilities.
- A positive, service-oriented personality.
What do we offer? 🥰
- Unlimited PTO policy
- Competitive rewards on the market range
- Remote working is available (-+3 hours CT)
- Flexible time (driven by results)
- Start-up environment
- International teamwork
- You and nothing else limit your career here
We care,
We keep it simple,
We make it happen,
We strive for excellence.
At Yalo, we are dedicated to creating a workplace that embodies our core values: caring, initiative, excellence, and simplicity. We believe in the power of diversity and inclusivity, where everyone's unique perspectives, experiences, and talents contribute to our collective success. As we embrace and respect our differences, we strive to create something extraordinary for the benefit of all.
We are proud to be an Equal Opportunity Employer, providing equal opportunities to individuals regardless of race, color, religion, national or ethnic origin, gender, sexual orientation, gender identity or expression, age, disability, protected veteran status, or any other legally protected characteristic. Our commitment to fairness and equality is a fundamental pillar of our company.
At Yalo, we uphold a culture of excellence. We constantly challenge ourselves to go above and beyond, delivering remarkable results and driving innovation. We encourage each team member to take initiative and make things happen, empowering them to bring their best ideas forward and contribute to our shared goals.
Top Skills
What We Do
Yalo helps businesses offer a delightful customer experience on their customers' favorite apps – Facebook Messenger, WhatsApp, and WeChat. Every business on Yalo has a virtual assistant with an optimized flow that handles customer requests to the point of payment and fulfillment. If at any point the customer need is beyond what the chatflow is capable of doing, the request gets seamlessly transferred to a human agent to provide resolution. Through the Yalo platform, businesses get an artificial intelligence powered CRM that allows them to handle sales and build personal relationships, at scale, on Facebook Messenger, WhatsApp, and WeChat.
Yalo uses deep learning (a machine learning technique) to have chatbots learn from their human counterparts to continuously improve the experience. The team behind Yalo is composed of Columbia University and Salamanca engineers, former PayPal technical leads, and is supported by a group of investors from New York, Mexico and Latin America.
