Support Engineer
New
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLCloud ComputingRESTful APIsComplianceTroubleshootingTechnical supportPostman
Requirements
- 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering roles.
- Strong understanding of web technologies, APIs, REST architecture, and cloud-based systems.
- Proficiency in SQL, including joins and complex queries across multiple tables.
- Hands-on experience with API tools such as Postman or equivalent.
- Experience supporting B2B SaaS products, ideally in fintech, payments, or compliance environments.
- Ability to troubleshoot complex, ambiguous technical issues in high-pressure environments.
- Strong communication skills with the ability to explain technical concepts clearly to different audiences.
- Comfortable working independently in a remote, distributed, and global team setup.
- Experience handling high-volume ticketing environments and prioritizing effectively.
Responsibilities
- Serve as the first point of contact for customers, responding to technical and functional support requests across multiple channels.
- Investigate, prioritize, troubleshoot, and resolve complex technical issues related to APIs, SDKs, and platform integrations.
- Act as a subject matter expert on the platform, including APIs, web technologies, and payment/risk infrastructure.
- Collaborate with engineering teams to escalate and resolve bugs, providing detailed technical context and reproduction steps.
- Analyze logs, SQL queries, and system behavior to diagnose root causes of customer issues.
- Maintain and improve internal and external knowledge bases, documentation, and troubleshooting guides.
- Identify recurring issues and contribute to long-term product improvements and support automation.
- Work directly with customers to understand needs and propose effective technical solutions.
- Stay up to date on product changes, releases, and industry best practices in fraud and compliance technology.
- Contribute to improving support processes, tooling, and customer experience workflows.
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