Senior Support Engineer, Platform

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

📋 Description

• Deliver technical assistance across cloud and core platform domains, encompassing infrastructure, APIs, integrations, and platform services.

• Analyze complex technical issues by examining system behavior, logs, and interactions among services.

• Assist in incident management and troubleshooting during critical incidents.

• Partner with Engineering teams to relay findings and verify system behavior.

• Assess platform changes and releases, evaluating their potential impact on client environments and integrations.

• Record platform patterns, common issues, and operational insights.

• Create internal tools and automation to enhance diagnostics, monitoring, and support workflows.

• Build or contribute to AI-driven tools, agents, and workflows to boost efficiency and minimize manual effort.

• Serve as a technical liaison between clients, TAMs, and Engineering.

• Aid in quicker diagnosis, improved system comprehension, and ongoing operational enhancement.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).

• Demonstrated experience in cloud platforms, SaaS, or distributed systems environments.

• In-depth knowledge of APIs, integrations, and service-oriented architectures.

• Background in technical support, SRE, or engineering-related positions, with experience in production systems.

• Proficiency in incident management and troubleshooting, including root cause analysis.

• Strong understanding of cloud environments and distributed systems.

• Capability to analyze logs, metrics, and system behavior across various services.

• Knowledge of platform-level components such as orchestration, ledger, and shared services.

• Experience with automation, scripting, or development of internal tools.

• Awareness of the impact of releases and changes on distributed platforms.

• Excellent collaboration and communication skills across teams and stakeholders.

• Demonstrated ownership and structured problem-solving for comprehensive issue resolution.

• Proactive approach focused on continuous improvement and automation.

• Experience with high-availability systems and operational support for critical services (preferred).

• Experience working with engineering teams on investigations and system validation (preferred).

• Familiarity with AI-driven methodologies (preferred).

🏝️ Benefits

• Flexibility to work remotely.

• Opportunity to make a significant impact at scale.

• Opportunities for skill enhancement and professional development.