Support Engineer

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

📋 Description

• Engage in the investigation and technical diagnosis of medium to high complexity incidents within a microservices architecture.

• Analyze logs, metrics, and traces (Datadog, Kibana, Grafana) to identify root causes and suggest corrective actions.

• Understand the flow between microservices, internal APIs, and dependencies to pinpoint failure points.

• Read code and perform reverse engineering in languages such as Node.js, Python, and Java to assist in problem identification.

• Conduct troubleshooting of external integrations, including connectivity, authentication, SSL, timeouts, latency, and payload inconsistencies.

• Accurately isolate whether the issue lies within the product, the partner, or the internal infrastructure.

• Make adjustments, configurations, and parameterizations of systems according to business rules and internal requests.

• Escalate issues to Development (L3) or SRE only when necessary, providing a comprehensive diagnosis and evidence.

• Generate insights from incidents and support data, identifying patterns, recurrences, and areas for improvement.

• Document processes, investigations, technical procedures, and solutions implemented, keeping playbooks up to date.

• Collaborate with N1 Support, Customer Service, Engineering, and Product teams, ensuring clear and contextual communication.

• Operate with organization, attention to detail, and a focus on enhancing the user experience.

⛳️ Requirements

• Completed or ongoing degree in Computer Science, Engineering, Information Systems, or related fields.

• Strong knowledge of microservices architecture, REST APIs, and synchronous/asynchronous communication.

• Experience in troubleshooting networks, external integrations, APIs, and connectivity issues.

• Ability to read and analyze code (Node.js, Python, Java).

• Familiarity with observability tools (Datadog, Kibana, Grafana) and analysis of logs, metrics, and traces.

• Structured technical investigation skills, hypothesis-driven approach, and complex problem-solving abilities.

• Excellent communication skills to translate technical terms for various internal areas.

• Organization, attention to detail, and capability to document processes clearly.

• Resilience under pressure, a sense of ownership, autonomy, and a focus on user experience.

• Experience with SQL queries.

• Background in healthcare industry (healthtech).

• Knowledge of scripting for automation (bash, Python).

• Familiarity with Linux, containers (Docker), and distributed environments.

🏝️ Benefits

• Health and dental plans to take care of what matters most.

• Life insurance.

• Memed Cuida, an extra value to invest in well-being and health as you prefer.

• Access to Zenklub for psychological and emotional support.

• Gympass with flexibility for physical activities and mental health.

• Childcare assistance.

• Extended parental leave.

• Meal or food vouchers, accepted at any restaurant or market.

• Access to Creditas with personalized financial solutions.

• Partnership with Sesc.

• Exclusive partnerships that simplify your routine.