Senior Support Engineer
C
ClutchFinTech SaaS
This role can be based anywhere in Brazil, PST coverage rotation requiredContractSenior
Salary not disclosed
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Job Details
- Experience
- 3–4+ years
- Required Skills
- AWSPythonSQLBashGitTypeScriptRESTful APIsDatadog
Requirements
- 3–4+ years of experience in customer support, preferably in a SaaS environment.
- Experience supporting customers through a Service Desk platform (e.g., FreshDesk, Zendesk, Jira, Pylon).
- Ability to manage a ticket backlog using SLAs and handle ad-hoc prioritization.
- Experience with SQL queries (CRUD), PostgreSQL experience is a plus.
- Experience with log analysis tools (e.g., Datadog, Splunk, Kibana).
- Ability to use scripting (e.g., Python, Bash, Shell) to solve operational needs.
- Ability to read and understand Python and/or TypeScript.
- Familiarity with troubleshooting network and integration issues (HTTP, SSL, REST APIs, JSON, XML).
- Experience using Git and CLI-based tools.
- Experience supporting SaaS platforms hosted on AWS.
- Familiarity with SSO and identity provider integrations.
Responsibilities
- Investigate and resolve complex technical issues independently.
- Implement configuration changes for customers.
- Respond to monitoring alerts and collaborate during incident response.
- Manage a ticket queue while adhering to SLAs.
- Communicate technical concepts clearly to non-technical audiences.
- Document known issues and learnings in the knowledge base.
- Partner with Engineering and Product teams to drive process and product improvements.
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