Platform Engineering Support Specialist I

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Investigate and resolve intricate, high-severity incidents (N3/N4)

• Analyze logs and trace transactions utilizing APM and Distributed Tracing

• Execute queries on SQL and NoSQL databases to troubleshoot failures

• Lead the management of critical incidents, facilitating war rooms

• Ensure adherence to strict SLAs during ticket resolution

• Conduct comprehensive post-mortems/RCA to avert future occurrences

• Evaluate business impact beyond standard infrastructure monitoring

• Analyze business rules and financial application workflows

• Design, develop, and calibrate intelligent dashboards and alerts (SLIs/SLOs)

• Guarantee visibility into operational bottlenecks and deviations in product behavior

• Monitor performance indicators of systems and external partners, including acquirers, sub-acquirers, and payment methods

• Collaborate with development teams on continuous application enhancement

• Map and standardize operational support procedures

• Architect troubleshooting workflows in the knowledge base

• Ensure that new products meet minimum observability and documentation requirements

• Provide support for payments in physical stores, e-commerce, direct sales, and franchisee settlements in Brazil

⛳️ Requirements

• Robust hands-on experience with New Relic, concentrating on APM, logs, Distributed Tracing, and NRQL, as well as Grafana for dashboards and metric correlation, or equivalent tools

• Advanced skill set in complex SQL and NoSQL queries for troubleshooting, correlating incident data, and dashboard creation

• Capability to extract and transform transactional and business metrics into proactive alerts

• Practical experience with ITIL (Incident, Problem, and Post-Mortem Management) integrated with observability principles, including SLAs, SLIs, thresholds, and application health metrics

• Hands-on experience utilizing Generative AI and LLMs as copilots for daily issue resolution

• Previous knowledge of acquiring, sub-acquiring, fintech, or large e-commerce/retail platforms, encompassing sales processing and settlements

• Excellent interpersonal communication abilities, with the skill to provide context on issues and employ storytelling in executive presentations

• Experience in orchestrating critical incidents (war rooms), leading post-mortems/RCAs, and delivering clear status updates at an executive level

• Critical thinking skills to translate system behaviors into financial and operational impacts and calibrate accurate, actionable alerts

• Ability to forge partnerships and collaborate across development, product, business, and external vendor teams

• Proficiency in prioritizing support demands in dynamic environments while working proactively and autonomously

🏝️ Benefits

• Flexible medical and dental plans

• Medication assistance and healthcare allowance for family members

• Free psychotherapy sessions and 24/7 telemedicine access

• Ongoing prevention, mental health, and vaccination initiatives

• Meal Voucher (or on-site restaurant) and Food Voucher (with an additional Christmas voucher)

• Discounts of up to 40% on brands within our ecosystem

• Gympass/TotalPass memberships for gyms and sports studios

• Home-office allowance for hybrid and remote work setups

• Birthday day off to celebrate your special day

• Pet health insurance, partner program discounts, and travel/accommodation benefits

• Extended parental leave (180 days for mothers and 120 days for fathers)

• Support for parents of children with special needs and childcare allowance

• School-supply allowance and child nutrition credit

• Dedicated legal, psychological, and social support

• Private pension plan and life insurance coverage

• Bereavement support following the loss of parents and payroll-deducted loans

• Transportation allowance and parking (depending on the work model)

• Special policy for fully compensated on-call duty