Senior Support Engineer

Accountabilities:
The Senior Support Engineer will be responsible for maintaining production stability, resolving complex technical issues, and improving support operations through engineering-driven solutions. Lead complex technical troubleshooting and incident resolution from investigation through the implementation of permanent solutions. Own production issues across distributed systems, infrastructure, and application layers. Design and improve monitoring processes, including playbooks, runbooks, incident documentation, and knowledge base resources. Leverage AI-powered tools and automation workflows to improve issue detection, diagnosis, and resolution speed. Collaborate with engineering, customer experience, and client-facing teams to resolve technical challenges and improve service delivery. Develop and maintain automation scripts and tools to reduce manual work and increase system reliability. Establish best practices for incident response, monitoring, logging, and proactive issue prevention. Support the creation of scalable monitoring systems and operational processes. Analyze recurring technical problems and implement strategic improvements to prevent future incidents. Act as a communication bridge between technical teams and customers during critical incidents and implementation challenges. Requirements: The ideal candidate has strong experience in technical support, reliability engineering, or software engineering, with a passion for solving complex technical problems and improving systems at scale. 3–5 years of experience in technical support, Site Reliability Engineering (SRE), Forward Deployed Engineering, or full-stack engineering roles. Strong experience troubleshooting distributed systems and production environments. Expertise with observability and monitoring platforms such as DataDog, ELK Stack (Elasticsearch, Logstash, Kibana), Prometheus, Grafana, or similar tools. Solid knowledge of infrastructure and DevOps practices, including: Infrastructure as Code (IaC). Containerization with Docker and Kubernetes. Cloud-native architectures. CI/CD pipelines. Strong experience with AWS infrastructure, database management, and system monitoring. Experience with incident management processes and high-intensity support environments. Ability to create automation solutions and improve operational workflows. Strong English communication skills, with the ability to collaborate effectively with global teams and external stakeholders. Proactive mindset with strong ownership, problem-solving ability, and experience working with SLA/SLO environments. Nice to have: Experience in fintech, payments, startup, or scale-up environments. Familiarity with multiple programming languages and frontend/backend technologies. Experience implementing automation initiatives or improving support processes. Ability to thrive in fast-paced environments with high ownership and impact. Benefits: Competitive compensation based on experience, skills, and expertise. Total compensation range of approximately USD 72K–90K, plus equity opportunities. Equity participation to share in company growth and success. Unlimited paid time off (PTO) with flexibility. Annual learning and development stipend to support professional growth. Opportunity to work remotely from Brazil. Exposure to international projects and global engineering teams. Collaborative culture focused on innovation, ownership, and continuous learning.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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