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 managing workload alongside the existing team structure.

• Operate autonomously to investigate and resolve customer issues, including replicating complex scenarios using various technologies.

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

• Maintain a high standard of service through clear, empathetic, and professional communication with customers, both in writing and verbally.

⛳️ Requirements

• Proficiency in any major programming language, with a preference for 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 Infrastructure as Code (IaC) tools such as Terraform, Pulumi, AWS CDK/SDK *(required)*

• Familiarity with Kubernetes and Helm *(advantageous)*

• Knowledge of Azure or other cloud platforms *(advantageous)*

• Familiarity with Snowflake *(nice to have)*

• Proficient in Git and GitHub — including branching and pull requests *(required)*

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

• Strong understanding of Linux, macOS, and Windows

• Skilled in analyzing logs to identify and replicate issues

• Familiarity with both relational and non-relational database systems

• Excellent written communication skills for ticket responses and documentation in both English and Portuguese

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

• Comfortable utilizing AI tools (e.g., LLMs, MCPs, AI-assisted IDEs) within a support workflow

• Capable of critically assessing AI-generated outputs by verifying suggestions against documentation, logs, and actual behavior instead of following them blindly

🏝️ Benefits

• Fully remote

• Competitive salary

• Annual company retreat

• 2 additional company-wide holidays

• Friendly and inclusive workplace culture with community guilds and online company events