Support Engineer

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

📋 Description

• Take ownership of the intake, triage, and resolution of incoming engineering support requests across the platform.

• Conduct investigations into issues using application logs, direct Postgres queries, and request tracing through Rails and Python services.

• Address in-scope issues with high-quality, readable, and testable code.

• Escalate out-of-scope issues with comprehensive, evidence-supported documentation.

• Collaborate with AI triage tools; review, validate, and act on its findings.

• Transform recurring problems into documentation, runbooks, and tooling.

• Recognize trends in support requests and communicate underlying problems to product teams.

• Provide updates on status, impact, and timelines to internal stakeholders.

• Promote a culture of security and implement best practices throughout the codebase.

⛳️ Requirements

• 2–4 years of experience in building or supporting production software systems.

• Professional proficiency in both written and spoken English.

• Ability to work with substantial overlap with US Eastern business hours.

• Strong debugging skills and capability to trace root causes from ambiguous reports.

• Working knowledge of SQL and proficiency in querying a production database.

• Professional coding experience in Ruby on Rails, Python, or Javascript.

• Willingness to learn across the technology stack.

• Comfort in reading unfamiliar code and understanding various systems.

• Experience with Git and GitHub.

• Familiarity with AI tools for enhancing engineering efficiency, such as Claude Code.

• Clear written communication skills, with the ability to articulate technical issues to non-technical stakeholders.

• Eagerness to become a domain subject matter expert in a highly regulated industry.

• Enthusiasm, curiosity, and adaptability in a startup setting.

• Preferred: experience in support engineering, production support, or on-call roles.

• Preferred: experience with Ruby/Ruby on Rails.

• Preferred: knowledge of observability and error monitoring tools like Datadog, Sentry, or Rollbar.

• Preferred: familiarity with AWS cloud technologies such as ECS, S3, or RDS.

• Preferred: experience in fintech, insurance, banking, or similar financial services.

• Preferred: experience in early/mid-stage startups.

🏝️ Benefits

• Flexible Time Off Policy.

• Remote-first work culture.

• Opportunities for in-person team collaboration.

• Compensation paid in USD.

• Equitable and competitive pay methodology.