Support Engineer

<h3>Accountabilities:</h3><li>
<strong>Support service development and deployment:</strong>Collaborate with engineering teams to design, build, deploy, and monitor new and existing services, ensuring reliability and operational readiness.</li><li>
<strong>Improve release and change management:</strong>Develop, maintain, and optimize change management procedures and release processes to promote safe, consistent, and efficient deployments.</li><li>
<strong>Automate operational processes:</strong>Identify repetitive or inefficient workflows and implement scripts, automation, and other solutions to improve productivity and reduce manual intervention.</li><li>
<strong>Strengthen monitoring and observability:</strong>Configure and improve monitoring, logging, alerting, and anomaly detection to identify performance issues and potential incidents proactively.</li><li>
<strong>Manage production incidents:</strong>Monitor live services, respond rapidly to production issues, and implement mitigation strategies such as automation, scripting, and infrastructure scaling while development teams investigate.</li><li>
<strong>Coordinate third-party support:</strong>Open and manage support tickets with external technology providers, including Microsoft, CloudAMQP, and New Relic, to resolve infrastructure and service-related issues.</li><li>
<strong>Maintain operational documentation:</strong>Create, update, and improve runbooks, troubleshooting guides, and incident response procedures to support consistent and efficient operations.</li><li>
<strong>Conduct root cause analysis:</strong>Investigate incidents in collaboration with engineering teams, identify underlying causes, and implement preventive measures to reduce recurring issues.</li><li>
<strong>Build resilient and secure systems:</strong>Partner with infrastructure and security teams to develop scalable, secure, and resilient services that meet operational and business requirements.</li><li>
<strong>Apply SRE principles:</strong>Contribute to the definition and monitoring of service-level objectives (SLOs), error budgets, and other reliability metrics to improve service performance and availability.</li><li>
<strong>Coordinate with operations:</strong>Work closely with the Operations team to align procedures, improve workflows, manage access, and support capacity planning.</li><li>
<strong>Drive continuous improvement:</strong>Identify opportunities to enhance system reliability, operational efficiency, and engineering practices while contributing to technical initiatives from the early planning stages through implementation.</li><h2>Requirements:</h2><li>
<strong>Educational background:</strong>University degree in Computer Science, Computer Engineering, Information Systems, Systems Analysis and Development, or a related field.</li><li>
<strong>Computer science fundamentals:</strong>Solid understanding of object-oriented design, data structures, algorithms, and structured problem-solving techniques.</li><li>
<strong>CI/CD experience:</strong>Hands-on experience with continuous integration and continuous delivery tools such as Azure DevOps and Argo CD.</li><li>
<strong>SRE and Support Engineering knowledge:</strong>Experience with Site Reliability Engineering principles, production support practices, incident management, and reliability-focused engineering methodologies.</li><li>
<strong>Cloud and infrastructure technologies:</strong>Practical experience with technologies such as Kubernetes, Docker, Microsoft Azure, and AWS.</li><li>
<strong>Programming and messaging technologies:</strong>Familiarity with Java, Python, RabbitMQ, or comparable technologies used in distributed systems and service environments.</li><li>
<strong>Monitoring and observability tools:</strong>Experience with monitoring platforms such as New Relic, Datadog, or Grafana, including logging, alerting, and performance analysis.</li><li>
<strong>DevOps culture:</strong>Experience working in environments that promote collaboration between development and operations teams, automation, continuous delivery, and shared responsibility for service quality.</li><li>
<strong>Agile methodologies:</strong>Experience participating in Agile projects and collaborating with cross-functional teams to deliver technical solutions.</li><li>
<strong>English proficiency:</strong>Advanced written and spoken English skills, with the ability to communicate technical information clearly and work effectively with distributed teams.</li><li>
<strong>Analytical and troubleshooting skills:</strong>Strong problem-solving abilities, attention to detail, and the capacity to investigate complex technical issues and identify practical solutions.</li><li>
<strong>Communication and collaboration:</strong>Ability to communicate clearly with technical and nontechnical stakeholders, coordinate incident responses, and align priorities across teams.</li><li>
<strong>Autonomy and adaptability:</strong>A proactive approach to identifying priorities, assessing the impact of technical decisions, and taking ownership of initiatives from planning through execution.</li><li>
<strong>Continuous improvement mindset:</strong>Passion for software quality, system reliability, and developing innovative solutions that improve the experience of users at scale.</li><li>
<strong>Schedule flexibility:</strong>Willingness and ability to work the designated night shift, from 4:00 PM to 1:30 AM.</li><h2>Benefits:</h2><li>
<strong>Performance-based bonus:</strong>Additional compensation tied to performance, subject to applicable program rules.</li><li>
<strong>Attendance bonus:</strong>Additional bonus based on applicable attendance criteria.</li><li>
<strong>Private pension plan:</strong>Support for long-term financial planning.</li><li>
<strong>Meal allowance:</strong>Financial assistance for meals.</li><li>
<strong>Health, dental, and life insurance:</strong>Coverage to support employee well-being and financial protection.</li><li>
<strong>Medication discounts:</strong>Access to discounts on medicines.</li><li>
<strong>Wellhub partnership:</strong>Access to a wellness and fitness benefit program.</li><li>
<strong>Childcare subsidies:</strong>Financial support for eligible childcare expenses.</li><li>
<strong>Product discounts:</strong>Discounts on selected company products, subject to applicable conditions.</li><li>
<strong>Clube Ben partnership:</strong>Access to benefits available through the partner program.</li><li>
<strong>Scholarship opportunities:</strong>Educational assistance, subject to applicable program rules.</li><li>
<strong>School materials assistance:</strong>Support for eligible school-related material expenses.</li><li>
<strong>Transportation allowance:</strong>Financial assistance for commuting or transportation expenses, subject to applicable conditions.</li><li>
<strong>Additional time off:</strong>Days off available under the applicable company policies.</li><li>
<strong>Casual dress code:</strong>A relaxed dress policy.</li><li>
<strong>Remote work:</strong>The flexibility of working remotely while contributing to a global technology platform.</li>