Senior Support Engineer

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

📋 Description

• Address critical and complex technical support cases.

• Spearhead incident response efforts while managing communication, mitigation, and follow-up activities.

• Take ownership of intricate investigations and executive-level escalations from start to finish.

• Examine logs, SQL data, scripts, AI, and internal tools to troubleshoot production challenges.

• Detect recurring support trends and systemic failure points.

• Create reusable documentation, scripts, tools, and AI workflows.

• Collaborate with Engineering and Product teams to shape fixes, enhancements, and roadmap strategies.

• Offer technical guidance, conduct reviews, provide informal mentorship, support onboarding, and facilitate knowledge sharing.

• Enhance support workflows, processes, tools, and product feedback mechanisms on a large scale.

• Assist Credit Unions by delivering technical solutions and enhancing customer outcomes.

⛳️ Requirements

• Over 6 years of experience in customer support or support engineering roles.

• Ideally, experience in a B2B SaaS setting with external-facing clients.

• Proficient in SQL, with PostgreSQL knowledge being advantageous.

• Experience in analyzing logs across distributed systems; familiarity with DataDog is a plus.

• Background in supporting AWS-hosted SaaS implementations, including rollouts and post-launch configurations at scale.

• Proven ability to independently manage high-severity incidents or executive escalations.

• Experience with Service Desk platforms such as FreshDesk, Zendesk, or Pylon.

• Excellent verbal and written communication abilities.

• Proficient in scripting languages such as Python, Bash, or Shell.

• Capable of reading and reasoning about production code in Python and/or TypeScript.

• Understanding of networking and integration concepts, including HTTP, SSL, REST APIs, JSON, and XML.

• Experience with Git and command-line interface tools.

• Familiarity with responding to monitoring alerts and engaging in incident response activities.

• Knowledge of SSO and identity provider integrations.

• Required documentation and authorization to work in Brazil; Clutch is unable to provide sponsorship or work permits.

🏝️ Benefits

• Opportunity to work remotely from any location.

• Participation in off-site events held twice a year.

• 20 days of paid time off each year.

• National holidays observed.

• Stock options available.

• Budget for home office setup.

• Budget for work-related travel and co-working expenses.