Senior Support Engineer

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

📋 Description

• Lead and manage intricate technical troubleshooting and incident resolution, from investigation to permanent solutions.

• Design and execute monitoring processes, playbooks, and runbooks.

• Generate post-incident reviews and documentation for the knowledge base.

• Utilize AI-driven tools and workflows to automate the detection, diagnosis, and resolution of issues.

• Work in collaboration with cross-functional teams to provide solutions and enhance support processes.

• Implement scalable monitoring systems.

• Take ownership of complex production issues across distributed systems, infrastructure, and application layers.

• Develop and sustain automation scripts and tools to minimize manual intervention and enhance system reliability.

• Establish best practices for incident response, monitoring, log management, and proactive issue prevention.

• Facilitate communication between engineering teams, customer experience, and clients during critical incidents and implementation challenges.

• Analyze recurring issues and devise strategic preventive solutions.

⛳️ Requirements

• 3–5 years of experience in technical support, Site Reliability Engineering (SRE), Forward Deployed Engineering, or full-stack engineering.

• Strong proficiency with observability and monitoring tools such as Datadog, ELK Stack, Prometheus, Grafana, or similar.

• Solid knowledge of infrastructure and DevOps practices, including infrastructure as code, containerization with Docker/Kubernetes, and cloud-native architecture.

• Strong capabilities in AWS infrastructure, observability tools, database management, and CI/CD pipelines.

• Extensive experience troubleshooting distributed systems and production environments.

• Excellent communication skills, particularly in English.

• Ability to resolve complex technical challenges, work with SLA/SLO, and lead automation initiatives.

• Familiarity with incident management processes and high-pressure support environments.

• Candidates must be eligible to work in Brazil.

• Knowledge of multiple programming languages, frontend/backend technologies, and modern observability stacks is a plus.

• Experience in FinTech, payments, startups, or scale-ups is desirable.

🏝️ Benefits

• Equity opportunities to participate in our growth and success.

• Unlimited PTO and flexibility when you need it the most.

• Annual learning and development stipend.

• Competitive salary aligned with your experience, skills, and expertise.