Senior Support Engineer

Job description

# Job description Alternative Payments is building the **financial operating system** for SMBs, consolidating the disconnected tech stack that holds service-based businesses back. Starting with MSPs, we've spent five years perfecting accounts receivable, and we're now expanding into accounts payable, AI-powered analytics, and beyond. **We're at an inflection point:** closing the loop on money movement and laying the foundation for a platform that will reshape how service businesses operate financially. We're growing fast, thinking big, and building a **global team** that wants to be part of something that lasts. We believe the best solutions come from diverse perspectives, deep collaboration, and a shared obsession with customer impact. If you're energized by real problems, real customers, and real impact, we want to hear from you! ## **What We're Looking For** We're seeking a **Senior Support Engineer** to join our Engineering Team (firefighters squad) and help us bridge the gap between engineering, customer experience, and our clients while ensuring production stability and exceptional support delivery. This role is ideal for someone who thrives on **technical problem-solving and cross-functional collaboration**, and wants to take a hands-on role in driving operational excellence and strategic support initiatives. This role is available to candidates who are eligible to work in **Brazil, Remote**. ## **What You'll Do** - Lead and execute on **complex technical troubleshooting** and incident resolution from investigation to delivery of permanent solutions. - Design and implement comprehensive monitoring processes, including creating detailed playbooks and runbooks for common scenarios, as well as detailed documentation including post-incident reviews and knowledge base articles. - Leverage AI-powered tools and workflows to automate issue detection, diagnosis, and resolution processes. - Collaborate with cross-functional teams to deliver solutions, optimize support processes, and implement scalable monitoring systems. - Take ownership of complex production issues and provide technical expertise across **distributed systems, infrastructure, and application layers.** - Develop and maintain automation scripts and tools to reduce manual intervention and improve system reliability. - Propose improvements and help establish best practices for incident response, monitoring, log management, and proactive issue prevention. - **Bridge communication** between engineering teams, customer experience, and clients during critical incidents and implementation challenges. - Analyze recurring problems and develop strategic solutions to prevent future occurrences. ## **What You'll Bring** - 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. ## **Nice to Haves** - 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. ## **What We Offer** - **Competitive salary** tailored to your experience, skills, and expertise. - The **total compensation range for this role** is 72k-90k USD, plus equity. The range displayed on each job posting reflects the approximate total target compensation for the position. Within the range, individual pay is determined by factors including relevant skills, experience, education/training. - **Equity opportunities** so you can share in our growth and success. - **Unlimited PTO** and flexibility when you need it the most. - **Yearly learning & development stipend** to help you grow and do your best work. ## **Why Choose Alternative Payments?** At Alternative Payments, you’ll do work that truly matters. - **Own your impact:** Lead meaningful, high-impact projects and collaborative initiatives that are shaping the future of FinTech and redefining how businesses get paid. - **Collaborate:** Work with a diverse, innovative team where every voice is heard and great ideas come from anywhere. - **Grow with us:** Your career journey is top of mind. We prioritize internal growth and give you the space to shape your path based on your goals — whether that’s deepening your expertise in your domain or exploring something new. - **Thrive in a supportive culture:** As a scaling start-up, there’s a lot to be done and initiative is key. We believe in shared learning, open communication, and building each other up. When one of us grows, we all do. *Want to see what we're actually building?* We made a **short video** so you don't have to take our word for it. Get a glimpse of our product, our people, and the problems we're solving, then decide if it sounds like your kind of place. ## **Our Values** - **Transparency & Honesty**: We communicate openly and truthfully with partners, investors, and each other so everyone understands where we stand and where we’re headed. - **Resourcefulness & AI**: We stay scrappy, find creative solutions, and make progress even when the path isn’t obvious. We have a bias for action and seek out the information and resources necessary to make decisions and move quickly. - **Partnership**: We win and lose together. We collaborate with our partners, investors, and teammates to tackle big challenges and reach shared goals. - **Revolutionary & Boldness**: We challenge conventions, take calculated risks, and build better, stronger solutions that move our business and the industry forward. - **Accountability**: We take ownership of our decisions and results. We follow through on our commitments knowing our work directly impacts our partners, our team and our business. ## **Applying to Alternative Payments** We’re looking for candidates who are ready to step in and make an impact from day one. We know that sometimes people hold back unless they meet every requirement, but if you’re excited about the role, bring relevant experience, and are ready to contribute, we want to hear from you! All resumes are reviewed by our small but mighty talent team. While we may use AI tools to help prioritize applications, real people are behind every resume review and hiring decision. We’re also committed to an inclusive and accessible process. If you require reasonable accommodation during the hiring process, please let us know upon being selected to interview.