Sr. Support Engineer, Platform

<h3>Accountabilities</h3><li>Provide advanced technical support across cloud infrastructure, core platform services, APIs, integrations, and service-to-service communication.</li><li>Investigate complex technical issues by analyzing system behavior, logs, metrics, transaction flows, and interactions across distributed services.</li><li>Contribute to incident management, particularly during high-severity production incidents, coordinating troubleshooting efforts and supporting timely resolution.</li><li>Perform root cause analysis to identify underlying issues, recurring patterns, anomalies, and opportunities to improve platform reliability.</li><li>Collaborate closely with engineering teams and technical account managers to communicate findings, validate system behavior, and coordinate effective solutions.</li><li>Validate platform changes and software releases, assessing their potential impact on client environments, integrations, and critical services.</li><li>Develop and maintain technical documentation covering platform architecture, recurring issues, troubleshooting procedures, operational patterns, and lessons learned.</li><li>Build and enhance internal tools, scripts, and automation to improve diagnostics, monitoring, incident response, and support workflows.</li><li>Leverage AI-driven solutions, including intelligent agents and automated workflows, to reduce manual effort, accelerate investigations, and scale support operations.</li><li>Provide actionable technical feedback to engineering teams, helping improve product quality, platform capabilities, and operational processes.</li><li>Take ownership of technical issues from initial investigation through resolution, ensuring clear communication, structured problem-solving, and appropriate follow-up.</li><li>Identify opportunities for continuous improvement across support processes, platform observability, operational efficiency, and service reliability.</li><h2>Requirements</h2><li>Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.</li><li>Proven experience working with cloud platforms, Software as a Service (SaaS) environments, or distributed systems.</li><li>Strong understanding of APIs, integrations, service-based architectures, and communication between distributed services.</li><li>Professional background in technical support, Site Reliability Engineering (SRE), software engineering, or a related role involving production systems.</li><li>Hands-on experience with incident management, complex troubleshooting, and root cause analysis in production environments.</li><li>Strong analytical skills and the ability to interpret logs, metrics, transaction flows, and system interactions across multiple components.</li><li>Understanding of platform-level architecture and components, such as orchestration, ledger systems, shared services, and core platform capabilities.</li><li>Ability to investigate high-impact technical issues systematically, identify underlying causes, and develop clear, actionable recommendations.</li><li>Familiarity with high-availability systems and operational support for business-critical services.</li><li>Experience collaborating with engineering teams to investigate issues, validate system behavior, and communicate technical findings effectively.</li><li>Knowledge of scripting, automation, or internal tool development, with an interest in using AI-driven approaches to improve support efficiency.</li><li>Understanding of release management, change validation, and the potential impact of platform changes on distributed systems and client integrations.</li><li>Excellent written and verbal communication skills, with the ability to collaborate across engineering teams, technical account managers, and other stakeholders.</li><li>Strong sense of ownership, structured problem-solving abilities, and a proactive approach to resolving issues from investigation through follow-up.</li><li>Commitment to continuous improvement, operational excellence, and the development of scalable support solutions.</li><h2>Benefits</h2><li>Fully remote work arrangement, with the flexibility to work from anywhere in Brazil without being required to live near a company office.</li><li>Full-time employment opportunity.</li><li>Opportunity to work on cloud platforms, distributed systems, APIs, and mission-critical technology infrastructure.</li><li>Exposure to advanced troubleshooting, incident management, observability, and site reliability practices.</li><li>Opportunities to develop and implement AI-powered tools and automation that improve engineering and support operations.</li><li>Collaboration with engineering professionals and technical stakeholders on complex, high-impact technical challenges.</li><li>Opportunity to contribute to platform stability, service reliability, and continuous product improvement.</li><li>Potential opportunities for professional growth and technical development within a global payments technology environment.</li>