Technical Support Engineer, Tier 2
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Job Description
Technical Support Engineer resolving incidents in a fully remote role at AI-native payment provider. Collaborating across teams to ensure system reliability and incident resolution.
Responsibilities:
- Own production incidents end-to-end once escalated from Tier 1 or identified through internal monitoring.
- Perform incident triage by assessing severity, priority, and business impact, ensuring appropriate response times.
- Investigate and resolve escalated production issues through log analysis, system traces, and platform data.
- Analyze transaction flows and data consistency, including reconciliation discrepancies and missing or delayed transactions.
- Reproduce technical issues when possible and validate fixes, configuration changes, or database adjustments.
- Monitor system health and performance using observability and monitoring tools.
- Apply controlled configuration changes in production environments when necessary, following established procedures and approvals.
- Validate system behavior after changes and ensure rollback procedures are executed when required.
- Collaborate with Development, DevOps, and Product teams to drive long-term technical resolutions.
- Escalate incidents internally or externally when required and coordinate communication across all involved teams.
- Act as the primary technical point of contact during incidents, providing clear status updates to stakeholders.
- Document investigations, root causes, and resolutions in the internal knowledge base.
- Support Tier 1 teams by providing technical guidance and improving escalation quality.
- Participate in on-call rotations when required.
Requirements:
- 2–4 years of relevant experience in Technical Support
- Strong experience with SQL and database investigation.
- Experience working in cloud environments (AWS or similar).
- Proven experience investigating technical issues using logs, system data, and databases.
- Solid understanding of distributed systems, APIs, asynchronous flows, and transaction lifecycles.
- Ability to read and understand code to support troubleshooting (coding not required).
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Strong collaboration mindset and ability to work effectively in cross-functional teams.
- Highly accountable professional with strong ownership and attention to detail.
- Previous experience in fintech, payments, or highly transactional platforms (Nice to Have).
- Experience with monitoring and observability tools such as CloudWatch, Grafana, or similar (Nice to Have).
- Experience with reconciliation processes, settlement flows, or financial transaction systems (Nice to Have).
- Experience working in distributed or global technical teams (Nice to Have).
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
- Fluent English (mandatory)
- Fluent Portuguese (mandatory)
Benefits:
- Competitive compensation – aligned with your experience and the market.
- Meal allowance – provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.
- Health and dental plan – no monthly cost for you with comprehensive coverage to take care of your health and well-being.
- TotalPass – access to gyms and partner studios, encouraging a healthy and balanced lifestyle.
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