Platform Support Specialist I – Platform Engineering

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

📋 Description

• Investigate and resolve complex, high-severity N3/N4 incidents.

• Analyze logs and transaction traces utilizing APM and Distributed Tracing.

• Query both SQL and NoSQL databases to identify failures.

• Lead the management of critical incidents and coordinate war rooms.

• Ensure adherence to strict SLAs when addressing tickets.

• Conduct post-mortems and root cause analyses to avert future occurrences.

• Evaluate business impact along with the rules and workflows of financial applications.

• Design, create, and fine-tune intelligent dashboards and alerts based on SLIs/SLOs.

• Guarantee visibility into operational bottlenecks and anomalies in product behavior.

• Monitor system and external partner performance metrics, including acquirers, sub-acquirers, and payment methods.

• Collaborate with development teams to enhance application performance continuously.

• Map and standardize operational support procedures.

• Develop troubleshooting workflows for the knowledge base.

• Ensure new products comply with minimum observability and documentation standards.

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

⛳️ Requirements

• Strong practical experience with New Relic, concentrating on APM, logs, Distributed Tracing, and NRQL.

• Experience using Grafana for dashboard creation and metric correlation, or similar tools.

• Advanced skills in executing complex queries across SQL and NoSQL databases.

• Capability to convert transactional and business metrics into proactive alerts.

• Practical knowledge of ITIL, covering Incident Management, Problem Management, and post-mortems, integrated with observability principles.

• Familiarity with SLAs, SLIs, thresholds, and application health metrics.

• Hands-on experience employing Generative AI and LLMs as aids for troubleshooting.

• Understanding of acquiring, sub-acquiring, fintech, or large e-commerce/retail platforms.

• Excellent interpersonal communication skills, with the ability to convey clear instructions and storytelling for executive presentations.

• Experience managing critical incidents, war rooms, post-mortems, and root cause analyses.

• Analytical mindset capable of translating system behavior into financial and operational impacts.

• Ability to calibrate precise and actionable alerts.

• Proven ability to collaborate with development, product, business, and external vendor teams.

• Strong prioritization, initiative, and independence in fast-paced environments.

🏝️ Benefits

• Flexible medical and dental insurance options.

• Prescription help and healthcare allowances for family members.

• Complimentary psychotherapy sessions and 24/7 telemedicine access.

• Ongoing prevention, mental health care, and vaccination initiatives.

• Meal vouchers (or access to an on-site restaurant) and food allowances (plus an additional Christmas voucher).

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

• Gympass/TotalPass membership for gyms and sports studios.

• Home office allowance for hybrid and remote work arrangements.

• Day off for birthdays.

• Pet health insurance, partner discounts, and travel/accommodation programs.

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

• Support for parents of children with special needs, including childcare and nanny assistance.

• School supplies 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 loan options.

• Transportation allowance and parking (depending on the work arrangement).

• Enhanced, fully compensated on-call policy.