Support Engineer (Platform, SRE)

Accountabilities:

• • Provide technical support across cloud and core platform environments, including infrastructure, APIs, integrations, and shared platform services.
  • Investigate complex technical issues by analyzing system behavior, logs, metrics, transaction flows, and interactions across multiple services.
  • Contribute to incident management and troubleshooting during high-severity incidents, helping identify root causes and support timely resolution.
  • Collaborate closely with Engineering teams to communicate technical findings, validate system behavior, and provide actionable feedback.
  • Validate platform changes and releases, assessing their potential impact on client environments, integrations, and overall system stability.
  • Build and maintain knowledge of platform behavior, documenting recurring issues, technical patterns, operational insights, and troubleshooting approaches.
  • Develop internal tools and automation to improve diagnostics, monitoring, operational workflows, and support efficiency.
  • Explore and contribute to AI-driven tools, agents, and workflows that reduce manual effort and enhance technical support operations.
  • Support continuous improvement by identifying opportunities to strengthen reliability, troubleshooting processes, and collaboration across technical teams.

  Requirements:

  • 2+ years of relevant professional experience with a Bachelor’s degree, or 5+ years of relevant work experience without the degree requirement.
  • Bachelor’s degree in Computer Science, Engineering, or a related technical field is preferred, or equivalent practical experience.
  • Experience working with cloud platforms, SaaS environments, distributed systems, or production technology platforms.
  • Strong understanding of APIs, integrations, service-based architectures, and interactions between distributed components.
  • Experience supporting high-availability systems or critical production services.
  • Background in technical support, Site Reliability Engineering (SRE), software engineering, or a related technical role.
  • Experience with incident management, complex troubleshooting, and root cause analysis.
  • Ability to analyze logs, metrics, system interactions, and transaction flows to identify patterns, anomalies, and underlying issues.
  • Experience collaborating with engineering teams during technical investigations and platform validation activities.
  • Familiarity with scripting, automation, or developing internal tools is highly valuable.
  • Exposure to AI-driven approaches for automation, diagnostics, or operational workflows is a plus.
  • Strong analytical and problem-solving abilities, with attention to technical detail and system behavior.
  • Clear communication skills and the ability to translate complex technical findings into actionable information for different stakeholders.
  • Ability to work effectively in a collaborative environment while taking ownership of investigations and assigned technical issues.

  Benefits:

  • Competitive compensation, based on the partner company's compensation structure.
  • Full-time employment opportunity.
  • 100% remote position based in Brazil.
  • Opportunity to work with cloud platforms, distributed systems, automation, and AI-driven technologies.
  • Exposure to complex, high-availability and mission-critical technology environments.
  • Opportunities for professional growth and development.
  • Collaboration with experienced engineering and technical teams.
  • Opportunity to contribute to operational efficiency, platform reliability, and continuous improvement.