CloudWalk, Inc.

Customer Support Engineer - PWD/PCD

Posted 6 Days Ago

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Hiring Remotely in São Paulo

In-Office or Remote

Entry level

Payments • Software

The Role

The role involves understanding and solving customer issues with InfinitePay's products, utilizing AI tools, and improving customer experience.

Summary Generated by Built In

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’s about understanding real problems, solving them end to end, and making sure customers leave more confident and capable. We’re 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’s 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'll Do:

Deeply understand customer problems, going beyond surface-level symptoms
Take full ownership and solve problems end to end
Explain solutions clearly and simply, without jargon
Teach customers how to effectively use InfinitePay’s products and features
Work daily with modern support tools, automation, and AI agents to increase efficiency and scale impact
Act as a trusted partner with a critical mindset, proactively preventing customer issues and executing and driving product improvements based on real customer insights

What we expect from you

You care deeply about the customer experience and take pride in helping people succeed
You actively use AI as a core part of how you solve problems and make decisions day to day
You communicate with clarity, confidence, and empathy, even when navigating complexity
You naturally take ownership, make decisions, and deliver outcomes
You learn quickly, adapt fast, and stay curious by default
You’re comfortable in fast-moving environments and stay effective amid constant change

If you’re energized by ownership, continuous learning, and using technology to solve real problems for real people, you’ll feel at home here.

Interview Process:

Submit application
CloudWalk Academy Course + Live Test
People Interview
Presentation and Interview with CSE's coordinators
Panel Interview with CW Leaders
Final team interview

Top Skills

Ai Tools

Automation

Support Tools

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The Company

São Paulo, São Paulo

501 Employees

Year Founded: 2013

What We Do

We are democratizing the payments industry in Brazil, by empowering entrepreneurs through technological, inclusive, and life-changing solutions. Based in Brazil, CloudWalk is a high-end global payment network built on modern technology and proprietary blockchain, focused in bringing a revolution to the payment ecosystem for small and medium-sized businesses. As a unicorn, the company has provided its customers with more than R$ 1 billion in savings by charging fair fees on its transactions and is now present in more than 300.000 businesses across 5.000 brazilian cities. With investors such as the Valor Capital Group, HIVE Ventures and Coatue, the company has already raised US$ 365.5 million in investments and R$3.4 billion in FDICs for anticipation of receivables in its network of financial solutions. In 2022, it was the only brazilian fintech to be featured in the "The Retail Tech 100" ranking by CB Insights, on the "Protection Solutions for Payments and Frauds".