Senior Support Engineer
RemoteBrazil
Job Summary
Lead complex technical troubleshooting and incident resolution from investigation to permanent solution delivery. Design comprehensive monitoring processes, create detailed playbooks and runbooks, and maintain knowledge base articles to ensure operational excellence. Leverage AI-powered tools to automate issue detection, diagnosis, and resolution while developing automation scripts to reduce manual intervention. Collaborate with cross-functional teams to optimize support processes, implement scalable monitoring systems, and bridge communication between engineering, customer experience, and clients during critical incidents. Analyze recurring problems to develop strategic solutions preventing future occurrences and establish best practices for incident response and proactive prevention.
Required Qualifications
- 3-5 years of experience in technical support, SRE, Forward Deployed Engineer, or full-stack engineering
- Strong expertise with observability and monitoring tools such as DataDog, ELK Stack (Elasticsearch, Logstash, Kibana), Prometheus, Grafana or similar platforms
- Solid infrastructure and DevOps knowledge including infrastructure as a code (IaC), containerization (Docker/Kubernetes) and cloud-native architecture
- Strong skills in AWS infrastructure, observability tools, database management, and CI/CD pipelines
- Solid experience in troubleshooting distributed systems and production environments
- Strong communication skills (especially in English), to collaborate effectively across engineering teams, customer success, and external clients
- A proactive mindset with the ability to solve complex technical problems, work with SLA/SLO, and drive automation initiatives
- Experience with incident management processes and high-intensity support environments
- Eligible to work in Brazil, Remote
Desired Qualifications
- Experience in FinTech, payments, startup, or scale-up environments
- Familiarity with multiple programming languages, frontend/backend technologies, and modern observability stacks
- Track record of implementing automation solutions, improving support processes, or driving operational improvements
- Comfort working in fast-paced, dynamic, and high-impact environments with strict SLAs
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