Location: LATAMWork Model: 100% RemoteProject: Identity Security / Cybersecurity PlatformSeniority: SeniorEngagement: Full-time143L - Senior Data Engineer (Python/Go/Data Ingestion/Cloud) · Remote · LATAMLocation: LATAMWork Model: 100% RemoteProject: Identity Security / Cybersecurity PlatformSeniority: SeniorEnglish Level: B2 / C1Engagement: Full-timeGet to Knoworking with technology.
The idóneo candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.
This is a primarily phone-based role where you'll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting.
You'll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.
We're looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.
Key Responsibilities
Handle inbound customer calls and provide professional, timely, and solution-oriented support.
Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
Follow up with customers to confirm that solutions are working and ensure a positive support experience.
Platform Knowledge & Technical Troubleshooting
Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.
Quickly learn new software tools, CRM systems, and browser-based applications.
Help customers understand not only what steps to follow but also why certain processes are required.
Identify patterns in recurring technical issues and communicate findings to the appropriate teams.
Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.
Analytical Thinking & Continuous Improvement
Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
Identify recurring problems, process inefficiencies,



and opportunities to improve the customer experience.
Share feedback and actionable insights with product and operations teams to support platform improvements.
Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.
Requirements
At least 2 years of experience in customer service, technical support, or a similar customer-facing role , preferably in a phone-based or call center environment.
Full professional fluency in English, both spoken and written.
Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
Excellent attention to detail and the ability to handle information accurately.
A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
Proficiency in Microsoft Excel and confidence working with spreadsheets.
Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.
Preferred Qualifications
Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
Experience in SaaS technical support, software troubleshooting, or application support.
Experience delivering live platform demonstrations, onboarding sessions, or customer tr adoption and continuously improve time-to-value for enterprise customers.Participate in occasional customer-facing technical sessions and, when necessary, onsite engagements.What You Bring10+ years of professional Software Engineering, Data Engineering, Platform Engineering, or related experience.Strong software development experience with:PythonGoStrong experience designing and consuming REST APIs .
Hands-on experience building data ingestion pipelines, connector frameworks, integration platforms, or similar systems .
Experience integrating complex enterprise systems and third-party platforms.Solid understanding of both SQL and NoSQL databases .
Production experience with at least one major cloud platform:AWSAzureGCPExperience working with Docker and Kubernetes .
Strong understanding of Git-based development workflows and CI/CD practices .




Experience designing reliable, scalable, and production-ready distributed systems.Strong debugging skills across APIs, infrastructure, networking, application services, and data pipelines.Experience working directly with customers, stakeholders, or technical partners.Ability to translate complex customer requirements into pragmatic technical solutions.Strong communication skills and the ability to operate effectively in customer-facing technical conversations.High degree of autonomy and ownership when solving ambiguous technical problems.Highly Relevant ExperienceExperience with any of the following will be especially valuable:Identity and Access Management (IAM )Identity Providers (IdPs )Identity SecurityCybersecurity platformsSIEM systemsSecurity telemetryNetwork securityEndpoint securitySASE / Zero Trust environmentsCloud securityLarge-scale event processingStreaming architecturesIntegration ExperiencePrevious experience integrating APIs or data from platforms such as the following is highly valuable:AWSMicrosoft AzureGoogle CloudMicrosoft Entra ID / Active DirectoryOktaGoogle WorkspaceDuoCrowdStrikeZscalerPalo AltoMicrosoft DefenderSIEM and security analytics platformsDirect experience with every platform is not required.
What matters is a strong track record of learning complex APIs and transforming heterogeneous enterprise data sources into reliable integrations.Nice to HaveExperience with large-scale data processing or streaming platforms.Experience designing reusable connector SDKs or integration frameworks .
Understanding of identity-related security concepts such as authentication, authorization, credentials, service accounts, privileged access, and non-human identities.Experience with security events, audit logs, network telemetry, or cloud activity data.Familiarity with event-driven and distributed system architectures.Experience deploying AI/ML-enabled applications.Exposure to LLMs, AI agents, or AI-powered security applications .
Solution Architecture or Forward Deployed Engineering experience.
Previous experience in cybersecurity startups or high-growth SaaS environments.What Success Looks LikeSuccess in this role will be measured by your ability to:Deliver successful enterprise integrations and deployments.Reduce customer time-to-production.Build reliable and scalable ingestion solutions.Improve customer adoption and technical satisfaction.Resolve complex integration challenges efficiently.Turn customer-specific requirements into reusable platform capabilities.Contribute improvements that strengthen the scalability and flexibility of the core product.What Darwoft OffersContractor agreement with payment in USD100% remote workArgentina's public holidaysEnglish classesReferral programAccess to learning platformsExplore this and other opportunities at:
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