Technical Support Engineer, Tier 2

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

📋 Description

• Take full ownership of production incidents from escalation by Tier 1 or detection via internal monitoring.

• Conduct incident triage by evaluating severity, priority, and business impact to ensure timely responses.

• Analyze and resolve escalated production issues through log analysis, system traces, and platform data examination.

• Review transaction flows and data consistency, addressing reconciliation discrepancies and any missing or delayed transactions.

• Replicate technical issues when feasible and verify fixes, configuration updates, or database modifications.

• Supervise system health and performance using monitoring and observability tools.

• Implement controlled configuration changes in production environments as needed, adhering to established protocols and approvals.

• Confirm system behavior post-changes and ensure rollback procedures are followed when necessary.

• Collaborate with Development, DevOps, and Product teams to achieve long-term technical solutions.

• Escalate incidents internally or externally as necessary and facilitate communication among all involved parties.

• Serve as the primary technical contact during incidents, offering clear status updates to stakeholders.

• Record investigations, root causes, and resolutions in the internal knowledge base.

• Assist Tier 1 teams by providing technical support and enhancing escalation quality.

• Participate in on-call rotations when required.

⛳️ Requirements

• 2–4 years of relevant experience in Technical Support.

• Strong proficiency in SQL and database investigation.

• Experience in cloud environments (AWS or similar).

• Demonstrated ability to investigate technical issues utilizing logs, system data, and databases.

• Comprehensive understanding of distributed systems, APIs, asynchronous flows, and transaction lifecycles.

• Ability to interpret and understand code to facilitate troubleshooting (coding skills not required).

• Excellent troubleshooting, analytical, and problem-solving abilities.

• Outstanding written and verbal communication skills.

• Strong collaborative mindset with the ability to work effectively in cross-functional teams.

• Highly accountable professional with a strong sense of ownership and attention to detail.

• Nice to Have:

• Previous experience in fintech, payments, or highly transactional platforms.

• Familiarity with monitoring and observability tools such as CloudWatch, Grafana, or similar.

• Experience in reconciliation processes, settlement flows, or financial transaction systems.

• Experience working within distributed or global technical teams.

• Education:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.

• Languages:

• Fluent English (mandatory).

• Fluent Portuguese (mandatory).

🏝️ Benefits

• Competitive compensation – aligned with your experience and the market.

• Meal allowance – provided via a prepaid card, allowing the flexibility to use part of the balance beyond food expenses.

• Health and dental plan – no monthly cost for you with comprehensive coverage to support your health and well-being.

• TotalPass – access to gyms and partner studios, promoting a healthy and balanced lifestyle.