Support Engineer

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