Support Engineer

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

📋 Description

• Manage and resolve production incidents and customer escalations through tickets, email, and phone communication.

• Troubleshoot backend issues using Python/Django and safely inspect or alter the state of the PostgreSQL database.

• Develop, test, and execute Python scripts and SQL for remediation, migrations, or repairs.

• Analyze logs, traces, and metrics for root-cause analysis and implement effective mitigations.

• Collaborate with Engineering to define fixes, create reproducible bug reports, and validate releases.

• Deploy hot fixes or perform deployment tasks as necessary.

• Maintain runbooks, postmortem documentation, and knowledge-base articles.

• Assist with data migrations and onboarding tasks that require backend modifications.

• Provide updates on incident status to customers and internal stakeholders.

⛳️ Requirements

• 4–6 years of experience in a production environment working with Python and Django (or similar Python web frameworks).

• Experience in a direct customer support role.

• Proficient SQL skills and experience with PostgreSQL in a production setting.

• Comfortable debugging server-side code, reviewing logs, and tracing requests across services.

• Knowledge of Git workflows and fundamental CI/CD concepts.

• Excellent written and verbal communication skills.

• Strong attention to safety and compliance when modifying production data.

• Nice-to-have: Experience in SaaS/vertical software; background in FinTech/payments is advantageous.

• Nice-to-have: Familiarity with AWS and observability tools (Sentry, Datadog, ELK).

• Nice-to-have: Previous support or SRE experience, including on-call rotations and incident response.

• Nice-to-have: Experience with data migration tools and techniques.

• Nice-to-have: Basic familiarity with frontend technologies, particularly React.

🏝️ Benefits

• Equity grants in a startup environment.

• Comprehensive health insurance.

• The opportunity for fully remote work.