Hola, and welcome.#
Welcome to the very first post on the Juntos Teams blog. I'm Krijn Faber, the founder, and this is the story of why this company exists.
Juntos is Spanish for "together." That one word is the whole idea. Great support teams aren't assembled from whoever is cheapest on the other side of the planet. They're built from people who work alongside you, in your hours, on your product, as part of your team. Not a ticket factory. Together.
A Dutchman, a laptop and 15 years of tickets.#
I've spent about 15 years in technical support, and my career has taken some fun detours. I've supported security and digital identity products, autonomous robots, healthcare software, online gaming, and enterprise hardware and SaaS, in roles ranging from frontline support to senior technical support engineer. Somewhere along the way I picked up a handful of Linux, database and information security certifications.
I'm Dutch, and I've lived in the Netherlands, Ireland, Spain and the US before settling in Bucaramanga, Colombia. From here I've worked remotely as a contractor for US companies, answering tickets, debugging webhooks and joining standups like anyone sitting in the office.
That setup taught me something many hiring managers only believe once they see it: where you sit matters far less than when you're online and how well you know the product.
The problem I kept running into.#
Support is usually the team a growing SaaS company thinks about last, right up until the queue is on fire. I've seen the same story play out again and again:
- The founder answers tickets at midnight. Or the customer success manager quietly doubles as the support team.
- Engineers get pulled into escalations. Every "quick look" at a customer issue is an hour not spent shipping.
- The US job req sits open for months. Strong technical support engineers are hard to find and expensive to hire.
- The offshore shortcut disappoints. Big time-zone gaps, scripted answers, and agents who never really learn the product.
Here's the thing: technical support is a craft. It's reading logs, reproducing a bug, explaining an API to a frustrated developer, and writing a bug report your engineers actually enjoy receiving. People who do that well are worth their weight in coffee.
The other side of the equation.#
Meanwhile, Latin America is full of sharp, bilingual, technically curious people. Colombia sits at UTC-5, the same as US Central time in summer and US Eastern in winter. For an engineer here, "working US hours" just means working hours. No graveyard shifts, no 12-hour delay between question and answer.
But too often, LATAM talent gets treated as a line item to squeeze. Low pay, zero perks, and people leave as soon as something better comes along. That hurts the client as much as the engineer: every time someone quits, months of product knowledge walk out the door with them.
I wanted to do it differently. Juntos engineers are paid fairly, and they get perks on top, like a wellness premium that covers a gym membership and a streaming service of their choice. Happy engineers stay. Engineers who stay get really, really good at your product.
So, what is Juntos Teams?#
Juntos Teams is a staff augmentation company. We place dedicated technical support engineers from Latin America directly into US SaaS teams. They join your Slack, work your queue, learn your product and keep your hours. You pay one monthly rate, and we take care of the engineer's contract and payments. No foreign entity to set up, no international payroll headaches.
What makes us different:
- Vetted by a support engineer, not a recruiter. I screen every candidate the way a support lead would: troubleshooting, logs, APIs, and clear written communication.
- Real time-zone overlap. Including early, late and weekend shifts when your customers need them.
- Bilingual English and Spanish. Handy if any of your customers speak Spanish.
- Fair pay and real perks. Which means less churn and more continuity on your team.
Why start with support?#
Because it's what I know best. I'd rather be excellent at one thing than average at five. I can spot a great support engineer in one conversation, and I know what it takes for them to succeed on a SaaS team. Developer and DevOps placements will come later. So will talent from across Latin America, not just Colombia.
What's next (and how to say hola)#
This blog is where I'll share what I've learned in 15 years of support, and what I'm learning now as a first-time founder. Coming up: what separates a good technical support engineer from a great one, how to onboard a remote support hire so they're productive fast, how to make time zones work for you, and honest behind-the-scenes notes on building Juntos from Bucaramanga.
In the meantime:
- Running a SaaS company and drowning in tickets? Book a call at juntosteams.com. I'm happy to talk shop, even if you're not ready to hire yet.
- A support engineer in Latin America who loves a good puzzle? Our careers page is on the way. Keep an eye on it.
- Just curious? Follow Juntos Teams on LinkedIn for new posts.
Here's to building great teams. Juntos.
— Krijn