Support Engineer – Veterinary HealthTech

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

📋 Description

• Implement technical onboarding processes for new Instinct clients, encompassing environment setup, configuration, integration arrangements, and data imports.

• Oversee the technical offboarding of customers, which includes data exports, environment dismantling, access revocation, and closure documentation.

• Conduct structured data migrations, ensuring validation, transformation, and quality assurance checks are in place.

• Occasionally participate in live customer calls to address inquiries related to data validation.

• Manage, prioritize, and resolve technical tickets that have been escalated by the Customer Experience (CX) team.

• Troubleshoot environment configuration, integration issues, bulk data updates, and platform-related problems.

• Collaborate with Customer Success Managers and Implementation Managers to comprehend requests and communicate timelines and outcomes for resolutions.

• Keep documentation, runbooks, and customer-specific configurations up to date.

• Analyze recurring tickets to create tooling, automation, or enhancements in documentation.

• Adjust to new tasks, priorities, and projects as the organization's needs change.

⛳️ Requirements

• Practical ability to verify changes in AWS environments and carry out smoke tests.

• Familiarity with AWS services such as RDS, S3, EC2, and ECS.

• Proficient in creating, reviewing, merging, and validating GitHub pull requests.

• Outstanding written and verbal communication skills in English.

• Capability to lead customer discussions and articulate complex technical ideas in straightforward language.

• Competence in drafting high-quality documentation.

• Basic understanding of data privacy principles, least-privilege access, and secure data handling practices.

• Hands-on experience with ticketing systems like Jira, Intercom, Front, or similar platforms.

• Background check required as a prerequisite for engagement due to production access.

• Familiarity with Terraform is advantageous.

• Basic knowledge of Kubernetes is a plus.

• Experience with Helm is a plus.

🏝️ Benefits

• 100% Remote Work

• Highly Competitive USD Pay

• Paid Time Off

• Work with Autonomy

• Collaborate with Top American Companies

• Engage in various activities

• Support for work-life balance

• Access to a diverse, global network

• Work with multicultural teams

• Collaborate with seasoned professionals