Monitoring & Support Associate

Why should you join dLocal?

dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world's fastest-growing, emerging markets. 

By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people's daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

What's the opportunity? 

We are looking for a Monitoring & Support Associate based in Brazil or Argentina to join our Customer Success team, who will be the main responsible and point of contact for achieving the SLAs and handling any alarms, outages, or issues during their coverage hours.

• Generate reports and be able to monitor important industry metrics.
• Monitor and identify anomalies or patterns at an early stage in order to prevent them from escalating.
• Whenever necessary: involve, escalate and communicate with other teams through the correct channels in a timely and clear manner.
• Perform the troubleshooting and make the necessary adjustments to ensure operations are not affected.
• Innovate and be able to find new ways of optimizing processes internally in order to improve our customer experience. Prioritize and respond to urgent tasks.
• Maintain up-to-date knowledge of technical processes, functions, and requirements.
• Manage tickets, questions, and issues reported by customers.
• Follow up issues internally in order to assure that SLAs are fulfilled.

• Bachelor's degree or student.
• Availability to work during weekends.
• Experience working in the payments or tech industry is a plus.
• Strengths: proactive, independent, critical thinking, issue prevention attitude anticipating potential incidents, great energy, decision making.
• Knowledge of analytical tools is a plus: Excel, SQL, Databases, Kibana, etc.
• Advanced/Fluent English.

What do we offer?

Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:

- Remote work: work from anywhere or one of our offices around the globe*

- Flexibility: we have flexible schedules and we are driven by performance.

- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.

- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.

- Learning & development: get access to a Premium Coursera subscription.

- Language classes: we provide free English, Spanish, or Portuguese classes.

- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections

- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We've got your back

*For people based in Montevideo (Uruguay) applying to non-IT roles, 55% monthly attendance to the office is required

What happens after you apply?

Our Talent Acquisition team is invested in creating the best candidate experience possible, so don't worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process

Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal