Support Engineer, L2

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

📋 Description

• Provide dependable L2 support coverage for our Brazilian client Itau during BRT hours, taking primary responsibility while balancing the workload with the existing team structure.

• Operate independently to investigate and resolve customer issues, which includes reproducing complex scenarios using a range of technologies.

• When capacity allows, offer support to other Americas-based customers promptly, avoiding delays or handover issues.

• Maintain clear, empathetic, and professional communication with customers (both written and verbal) to uphold a high standard of service.

⛳️ Requirements

• Provide dependable L2 support coverage for our Brazilian client Itau during BRT hours, taking primary responsibility while balancing the workload with the existing team structure.

• Operate independently to investigate and resolve customer issues, which includes reproducing complex scenarios using a range of technologies.

• When capacity allows, offer support to other Americas-based customers promptly, avoiding delays or handover issues.

• Maintain clear, empathetic, and professional communication with customers (both written and verbal) to uphold a high standard of service.

• Proficient in any major programming language (preferably Python) *(required)*

• Knowledge of PowerShell, Bash, or other scripting languages *(advantageous)*

• Strong expertise in AWS *(required)*

• Experience with Docker and container networking *(required)*

• Experience with IaC tools such as Terraform, Pulumi, AWS CDK/SDK *(required)*

• Familiarity with Kubernetes and Helm *(advantageous)*

• Familiarity with Azure or other cloud platforms *(advantageous)*

• Familiarity with Snowflake *(nice to have)*

• Proficiency with Git and GitHub — branching, pull requests *(required)*

• Experience with CI/CD pipelines — GitHub Actions, GitLab CI, or similar *(advantageous)*

• Strong understanding of Linux, macOS, and Windows.

• Skilled in reading and analyzing logs to identify and reproduce issues.

• Familiarity with relational and non-relational database systems.

• Excellent written communication — ticket responses, documentation in both English and Portuguese.

• Strong verbal communication skills for screen-sharing sessions and live troubleshooting in both English and Portuguese.

• Comfortable using AI tools (e.g., LLMs, MCPs, AI-assisted IDEs) as part of a support workflow.

• Able to critically evaluate AI-generated output — verifying suggestions against documentation, logs, and real behavior rather than applying them blindly.

🏝️ Benefits

• Fully remote.

• Competitive salary.

• Annual company retreat.

• 2 extra company-wide holidays.

• Friendly and inclusive workplace culture (community guilds and online company events).