Senior Support Engineer – Leadership

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

📋 Description

• Mentor and guide junior analysts by overseeing their deliverables, offering constructive feedback, and facilitating their professional development.

• Coordinate the team’s schedules and priorities to ensure efficient service operations.

• Manage critical production incidents, actively participating in war room discussions and leading post-mortem analyses.

• Assess and enhance system performance and reliability.

• Suggest and execute enhancements to the area’s architecture and operational processes.

• Streamline monitoring, observability, and failure-recovery procedures through automation.

• Collaborate with engineering teams to evolve systems, ensuring their resilience.

• Establish and monitor support and operational metrics (SLAs, SLOs).

• Act as the technical reference for the team, providing support to junior analysts.

• Maintain communication with both technical and business stakeholders, aligning solutions through calls and ticketing systems.

⛳️ Requirements

• Leadership qualities, with either prior experience or a willingness to develop team members, provide and accept feedback, and enhance the quality of outcomes.

• Ability to communicate effectively with both technical and non-technical stakeholders.

• Capability to manage incidents from start to finish, encompassing diagnosis and preventive measures (war rooms, post-mortems).

• In-depth knowledge of architecture and infrastructure.

• Independence in decision-making within your domain, including in high-pressure situations.

• Proficient in TypeScript and JavaScript.

• Advanced expertise in SQL and relational databases, preferably PostgreSQL.

• Experience with CI/CD practices, process automation, and APIs (REST and GraphQL).

• Familiarity with GCP or other cloud service providers.

• Background in observability, including monitoring, metrics, tracing, and logging.

🏝️ Benefits

• 100% remote work

• Clear communication with technical teams and clients

• Opportunities to propose solutions and take ownership of projects

• Autonomy, transparency, and collaboration