Senior Support Engineer, Platform

New

JobgetherPayments technology

Work from anywhere in BrazilFull-TimeSenior

Salary not disclosed

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Job Details

Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
Experience working with cloud platforms, 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.
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.
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.
Knowledge of scripting, automation, or internal tool development, and interest in 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.
Strong ownership, structured problem-solving, and continuous-improvement approach.

Provide advanced technical support across cloud infrastructure, core platform services, APIs, integrations, and service-to-service communication.
Investigate technical issues by analyzing system behavior, logs, metrics, transaction flows, and interactions across distributed services.
Support high-severity production incidents by coordinating troubleshooting efforts and contributing to timely resolution.
Perform root cause analysis to identify underlying issues, recurring patterns, anomalies, and reliability improvements.
Collaborate with engineering teams and technical account managers to communicate findings, validate system behavior, and coordinate solutions.
Validate platform changes and software releases for potential impacts on client environments, integrations, and critical services.
Develop and maintain technical documentation on platform architecture, troubleshooting procedures, operational patterns, and lessons learned.
Build and enhance internal tools, scripts, automation, and AI-driven solutions for diagnostics, monitoring, incident response, and support workflows.
Provide actionable technical feedback to engineering teams and identify opportunities to improve product quality and operational processes.
Own technical issues from initial investigation through resolution, communication, and follow-up.

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