3h ago

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Support Engineer

BrazilRemoteFull-timemid

Customer SupportSupport Engineer

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Quick Summary

Requirements Summary

Contribute to the definition and monitoring of service-level objectives (SLOs), error budgets, and other reliability metrics to improve service performance and availability.

Technical Tools

Customer SupportSupport Engineer

We are seeking a technically skilled and proactive Support Engineer to help maintain reliable, scalable, and high-performing services within a global B2B technology platform. In this remote role, you will collaborate with development, infrastructure, security, and operations teams to improve system reliability and ensure seamless service delivery. You will contribute to deployment processes, automate operational tasks, and strengthen monitoring and observability to identify potential issues before they impact users. When incidents occur, you will investigate root causes, implement effective solutions, and work with engineering teams to prevent recurrence. This opportunity is ideal for someone passionate about DevOps, Site Reliability Engineering (SRE), and continuous improvement in a fast-paced, collaborative environment. The position follows a night-shift schedule, from 4:00 PM to 1:30 AM, offering the opportunity to support technology services that serve merchants and retailers worldwide.

Support service development and deployment: Collaborate with engineering teams to design, build, deploy, and monitor new and existing services, ensuring reliability and operational readiness.

Improve release and change management: Develop, maintain, and optimize change management procedures and release processes to promote safe, consistent, and efficient deployments.

Automate operational processes: Identify repetitive or inefficient workflows and implement scripts, automation, and other solutions to improve productivity and reduce manual intervention.

Strengthen monitoring and observability: Configure and improve monitoring, logging, alerting, and anomaly detection to identify performance issues and potential incidents proactively.

Manage production incidents: Monitor live services, respond rapidly to production issues, and implement mitigation strategies such as automation, scripting, and infrastructure scaling while development teams investigate.

Coordinate third-party support: Open and manage support tickets with external technology providers, including Microsoft, CloudAMQP, and New Relic, to resolve infrastructure and service-related issues.

Maintain operational documentation: Create, update, and improve runbooks, troubleshooting guides, and incident response procedures to support consistent and efficient operations.

Conduct root cause analysis: Investigate incidents in collaboration with engineering teams, identify underlying causes, and implement preventive measures to reduce recurring issues.

Build resilient and secure systems: Partner with infrastructure and security teams to develop scalable, secure, and resilient services that meet operational and business requirements.

Apply SRE principles: Contribute to the definition and monitoring of service-level objectives (SLOs), error budgets, and other reliability metrics to improve service performance and availability.

Coordinate with operations: Work closely with the Operations team to align procedures, improve workflows, manage access, and support capacity planning.

Drive continuous improvement: Identify opportunities to enhance system reliability, operational efficiency, and engineering practices while contributing to technical initiatives from the early planning stages through implementation.

Requirements

~2 min read

Educational background: University degree in Computer Science, Computer Engineering, Information Systems, Systems Analysis and Development, or a related field.

Computer science fundamentals: Solid understanding of object-oriented design, data structures, algorithms, and structured problem-solving techniques.

CI/CD experience: Hands-on experience with continuous integration and continuous delivery tools such as Azure DevOps and Argo CD.

SRE and Support Engineering knowledge: Experience with Site Reliability Engineering principles, production support practices, incident management, and reliability-focused engineering methodologies.

Cloud and infrastructure technologies: Practical experience with technologies such as Kubernetes, Docker, Microsoft Azure, and AWS.

Programming and messaging technologies: Familiarity with Java, Python, RabbitMQ, or comparable technologies used in distributed systems and service environments.

Monitoring and observability tools: Experience with monitoring platforms such as New Relic, Datadog, or Grafana, including logging, alerting, and performance analysis.

DevOps culture: Experience working in environments that promote collaboration between development and operations teams, automation, continuous delivery, and shared responsibility for service quality.

Agile methodologies: Experience participating in Agile projects and collaborating with cross-functional teams to deliver technical solutions.

English proficiency: Advanced written and spoken English skills, with the ability to communicate technical information clearly and work effectively with distributed teams.

Analytical and troubleshooting skills: Strong problem-solving abilities, attention to detail, and the capacity to investigate complex technical issues and identify practical solutions.

Communication and collaboration: Ability to communicate clearly with technical and nontechnical stakeholders, coordinate incident responses, and align priorities across teams.

Autonomy and adaptability: A proactive approach to identifying priorities, assessing the impact of technical decisions, and taking ownership of initiatives from planning through execution.

Continuous improvement mindset: Passion for software quality, system reliability, and developing innovative solutions that improve the experience of users at scale.

Schedule flexibility: Willingness and ability to work the designated night shift, from 4:00 PM to 1:30 AM.

What We Offer

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Performance-based bonus: Additional compensation tied to performance, subject to applicable program rules.

Attendance bonus: Additional bonus based on applicable attendance criteria.

Private pension plan: Support for long-term financial planning.

Meal allowance: Financial assistance for meals.

Health, dental, and life insurance: Coverage to support employee well-being and financial protection.

Medication discounts: Access to discounts on medicines.

Wellhub partnership: Access to a wellness and fitness benefit program.

Childcare subsidies: Financial support for eligible childcare expenses.

Product discounts: Discounts on selected company products, subject to applicable conditions.

Clube Ben partnership: Access to benefits available through the partner program.

Scholarship opportunities: Educational assistance, subject to applicable program rules.

School materials assistance: Support for eligible school-related material expenses.

Transportation allowance: Financial assistance for commuting or transportation expenses, subject to applicable conditions.

Additional time off: Days off available under the applicable company policies.

Casual dress code: A relaxed dress policy.

Remote work: The flexibility of working remotely while contributing to a global technology platform.

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.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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✓Performance-based bonus: Additional compensation tied to performance, subject to applicable program rules.

✓Attendance bonus: Additional bonus based on applicable attendance criteria.

✓Private pension plan: Support for long-term financial planning.

✓Meal allowance: Financial assistance for meals.

✓Health, dental, and life insurance: Coverage to support employee well-being and financial protection.

✓Medication discounts: Access to discounts on medicines.

✓Wellhub partnership: Access to a wellness and fitness benefit program.

✓Childcare subsidies: Financial support for eligible childcare expenses.

✓Product discounts: Discounts on selected company products, subject to applicable conditions.

✓Clube Ben partnership: Access to benefits available through the partner program.

✓Scholarship opportunities: Educational assistance, subject to applicable program rules.