Sr. Support Engineer, Platform

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Sr. Support Engineer, Platform based in Brazil.** As a Senior Support Engineer, you will play a critical role in maintaining the stability, reliability, and performance of cloud-based platforms and distributed systems. You will support enterprise clients by investigating complex technical issues across infrastructure, APIs, integrations, and core platform services. Working closely with engineering teams and technical account managers, you will drive effective troubleshooting, incident resolution, and root cause analysis. You will also help validate platform changes and releases to minimize disruption and ensure reliable service delivery. Beyond day-to-day support, you will contribute to the development of internal tools, automation, and AI-powered solutions that improve operational efficiency. This fully remote opportunity offers the chance to solve challenging technical problems, influence platform improvements, and strengthen support operations in a collaborative, engineering-driven environment. ### Accountabilities - Provide advanced technical support across cloud infrastructure, core platform services, APIs, integrations, and service-to-service communication. - Investigate complex technical issues by analyzing system behavior, logs, metrics, transaction flows, and interactions across distributed services. - Contribute to incident management, particularly during high-severity production incidents, coordinating troubleshooting efforts and supporting timely resolution. - Perform root cause analysis to identify underlying issues, recurring patterns, anomalies, and opportunities to improve platform reliability. - Collaborate closely with engineering teams and technical account managers to communicate findings, validate system behavior, and coordinate effective solutions. - Validate platform changes and software releases, assessing their potential impact on client environments, integrations, and critical services. - Develop and maintain technical documentation covering platform architecture, recurring issues, troubleshooting procedures, operational patterns, and lessons learned. - Build and enhance internal tools, scripts, and automation to improve diagnostics, monitoring, incident response, and support workflows. - Leverage AI-driven solutions, including intelligent agents and automated workflows, to reduce manual effort, accelerate investigations, and scale support operations. - Provide actionable technical feedback to engineering teams, helping improve product quality, platform capabilities, and operational processes. - Take ownership of technical issues from initial investigation through resolution, ensuring clear communication, structured problem-solving, and appropriate follow-up. - Identify opportunities for continuous improvement across support processes, platform observability, operational efficiency, and service reliability. ## Requirements - Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. - Proven experience working with cloud platforms, Software as a Service (SaaS) environments, or distributed systems. - Strong understanding of APIs, integrations, service-based architectures, and communication between distributed services. - Professional background in technical support, Site Reliability Engineering (SRE), software engineering, or a related role involving production systems. - Hands-on experience with incident management, complex troubleshooting, and root cause analysis in production environments. - Strong analytical skills and the ability to interpret logs, metrics, transaction flows, and system interactions across multiple components. - Understanding of platform-level architecture and components, such as orchestration, ledger systems, shared services, and core platform capabilities. - Ability to investigate high-impact technical issues systematically, identify underlying causes, and develop clear, actionable recommendations. - Familiarity with high-availability systems and operational support for business-critical services. - Experience collaborating with engineering teams to investigate issues, validate system behavior, and communicate technical findings effectively. - Knowledge of scripting, automation, or internal tool development, with an interest in using AI-driven approaches to improve support efficiency. - Understanding of release management, change validation, and the potential impact of platform changes on distributed systems and client integrations. - Excellent written and verbal communication skills, with the ability to collaborate across engineering teams, technical account managers, and other stakeholders. - Strong sense of ownership, structured problem-solving abilities, and a proactive approach to resolving issues from investigation through follow-up. - Commitment to continuous improvement, operational excellence, and the development of scalable support solutions. ## Benefits - Fully remote work arrangement, with the flexibility to work from anywhere in Brazil without being required to live near a company office. - Full-time employment opportunity. - Opportunity to work on cloud platforms, distributed systems, APIs, and mission-critical technology infrastructure. - Exposure to advanced troubleshooting, incident management, observability, and site reliability practices. - Opportunities to develop and implement AI-powered tools and automation that improve engineering and support operations. - Collaboration with engineering professionals and technical stakeholders on complex, high-impact technical challenges. - Opportunity to contribute to platform stability, service reliability, and continuous product improvement. - Potential opportunities for professional growth and technical development within a global payments technology environment.