Senior Support Engineer (Platform, SRE)

Accountabilities:

• • Provide advanced technical support across cloud and core platform domains, including infrastructure, APIs, integrations, and shared platform services.
  • Investigate complex production issues by analyzing logs, metrics, transaction flows, system behavior, and interactions between multiple services.
  • Contribute to incident management and troubleshooting during high-severity incidents, helping teams reach accurate diagnoses and effective resolutions.
  • Collaborate closely with Engineering teams to communicate technical findings, validate system behavior, and support root-cause analysis.
  • Validate platform changes and releases, assessing potential impacts on customer environments, integrations, and system reliability.
  • Build and maintain documentation covering platform behavior, recurring issues, troubleshooting patterns, and operational insights.
  • Develop internal tools, scripts, automation, and diagnostics that improve monitoring, investigation, and support workflows.
  • Explore and implement AI-driven solutions, including agents and automated workflows, to reduce manual effort and increase support efficiency.
  • Contribute to continuous operational improvement by identifying recurring problems, inefficiencies, and opportunities to strengthen platform reliability.
  • Serve as a technical bridge between enterprise clients, Technical Account Managers, and Engineering teams to facilitate clear communication and faster issue resolution.

  Requirements

  • 5+ years of relevant professional experience with a Bachelor's degree, 2+ years with an advanced degree, or 8+ years of relevant experience without a degree.
  • Proven experience working with cloud platforms, SaaS environments, distributed systems, or other production-grade technology environments.
  • Strong understanding of APIs, integrations, service-based architectures, and interactions between distributed components.
  • Experience supporting high-availability systems and critical production services, ideally within an SRE, technical support, or software engineering environment.
  • Hands-on experience with incident management, troubleshooting, root-cause analysis, and production issue resolution.
  • Strong ability to analyze logs, metrics, transaction flows, and system interactions to identify anomalies, patterns, and underlying causes.
  • Experience collaborating with Engineering teams to investigate technical problems, validate system behavior, and implement sustainable solutions.
  • Familiarity with scripting, automation, monitoring, or development of internal technical tools.
  • Interest or experience in applying AI, automation, agents, or workflow-based solutions to improve operational efficiency is a strong advantage.
  • Strong analytical and problem-solving abilities, with the discipline to investigate complex issues methodically and communicate findings clearly.
  • Excellent collaboration and communication skills, particularly when working across customers, technical account teams, and engineering stakeholders.
  • Ability to work independently in a remote environment while maintaining ownership, responsiveness, and a strong focus on service reliability.

  Benefits

  • Fully remote position based in Brazil.
  • Full-time employment with the opportunity to work on cloud platforms and critical enterprise technology.
  • Opportunity to collaborate with engineering and technical teams on complex distributed systems.
  • Exposure to automation, AI-driven tooling, and modern approaches to scaling technical support.
  • Opportunity to contribute to platform reliability, operational efficiency, and continuous product improvement.
  • Inclusive equal-opportunity workplace with consideration for qualified applicants regardless of protected characteristics.