Support Engineer

Job description

# **Support Engineer (Backend / Production Support)** **Location:** Remote ## **About Aktos** Aktos is a seed-stage vertical SaaS company building the modern operating system for the debt-collection industry. We help collection agencies modernize operations, payments, and compliance with a focused, engineering-driven product. ## **The role (TL;DR)** We’re hiring a hands-on **Support Engineer** focused on backend production support and incident response — not a feature engineer. You’ll own triage, fixes, and data/scripted remediations for production issues, debug the Python/Django backend and Postgres, and work directly with customers and internal teams to resolve escalations quickly and safely. ## **What you’ll do** - Triage and resolve production incidents and customer escalations (tickets, email, phone). - Debug backend issues in Python/Django and inspect/modify DB state safely (Postgres). - Write, test, and run one-off and reusable Python scripts and SQL for remediation, migrations, or repairs. - Investigate logs, traces, and metrics to perform root-cause analysis and implement short/medium-term mitigations. - Coordinate with Engineering to scope fixes, deliver reproducible bug reports, and verify releases. - Deploy hot-fixes or run deployment tasks when required (following established processes). - Maintain runbooks, postmortems, and KB articles to reduce recurrence and MTTR. - Support data migrations and onboarding tasks that require backend fixes. - Communicate status clearly to customers and internal stakeholders during incidents. ## **Must-have qualifications** - **4–6 years** production experience working with **Python** and **Django** (or equivalent Python web frameworks). - Product-oriented — this isn’t just a coding role; you must be comfortable in a direct customer support function. - Strong SQL skills and production experience with **PostgreSQL**. - Comfortable debugging server-side code, reading logs, and tracing requests across services. - Familiarity with Git workflows and basic CI/CD concepts. - Excellent written and verbal communication — customer-facing and able to explain technical issues clearly. - Strong attention to safety and compliance when changing production data. ## **Nice-to-have** - Experience with SaaS/vertical software (FinTech/payments a plus). - Familiarity with cloud platforms (AWS) and observability tools (Sentry, Datadog, ELK). - Prior support or SRE experience (on-call rotations, incident response). - Experience with data migration tools and techniques. - Basic frontend familiarity (React) to collaborate with product and QA. ## **Soft skills** - Calm under pressure and methodical in triage. - Customer-oriented and pragmatic — focused on safe, fast outcomes. - Curious with a desire to prevent repeat incidents through automation and documentation. - Relentless problem solver who “gets to the bottom” of issues. ## **Compensation** - $60,000–$80,000 USD base - Startup equity grants - Health insurance ## **Why Aktos** - Small, product-led engineering team where your impact is immediate. - Direct customer exposure — see the real impact of your fixes. - Competitive comp and equity for early team members. - Fully remote.