Senior Support Engineer (Platform, SRE)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer (Platform, SRE) based in Brazil.

As a Senior Support Engineer, you will help maintain the stability, reliability, and performance of cloud and core platform environments supporting enterprise <customers.You>’ll investigate complex technical issues across infrastructure, APIs, integrations, and distributed services.The role combines production support, incident response, engineering collaboration, and continuous operational <improvement.You>’ll act as a technical bridge between customers, technical account teams, and Engineering, turning complex findings into actionable <solutions.You>’ll also contribute to internal tooling, automation, monitoring, and AI-driven solutions that make support more scalable and efficient.This is a remote opportunity for an experienced engineer who enjoys solving challenging problems and improving critical systems.Your work will directly contribute to faster resolution, stronger platform reliability, and a better experience for enterprise clients.

Accountabilities

• Provide advanced technical support across cloud and core platform domains, including infrastructure, APIs, integrations, and shared platform services.
• Investigate complex production issues by analyzing logs, metrics, transaction flows, system behavior, and interactions between multiple services.
• Contribute to incident management and troubleshooting during high-severity incidents, helping teams reach accurate diagnoses and effective resolutions.
• Collaborate closely with Engineering teams to communicate technical findings, validate system behavior, and support root-cause analysis.
• Validate platform changes and releases, assessing potential impacts on customer environments, integrations, and system reliability.
• Build and maintain documentation covering platform behavior, recurring issues, troubleshooting patterns, and operational insights.
• Develop internal tools, scripts, automation, and diagnostics that improve monitoring, investigation, and support workflows.
• Explore and implement AI-driven solutions, including agents and automated workflows, to reduce manual effort and increase support efficiency.
• Contribute to continuous operational improvement by identifying recurring problems, inefficiencies, and opportunities to strengthen platform reliability.
• Serve as a technical bridge between enterprise clients, Technical Account Managers, and Engineering teams to facilitate clear communication and faster issue resolution.

Requirements

• 5+ years of relevant professional experience with a Bachelor's degree, 2+ years with an advanced degree, or 8+ years of relevant experience without a degree.
• Proven experience working with cloud platforms, SaaS environments, distributed systems, or other production-grade technology environments.
• Strong understanding of APIs, integrations, service-based architectures, and interactions between distributed components.
• Experience supporting high-availability systems and critical production services, ideally within an SRE, technical support, or software engineering environment.
• Hands-on experience with incident management, troubleshooting, root-cause analysis, and production issue resolution.
• Strong ability to analyze logs, metrics, transaction flows, and system interactions to identify anomalies, patterns, and underlying causes.
• Experience collaborating with Engineering teams to investigate technical problems, validate system behavior, and implement sustainable solutions.
• Familiarity with scripting, automation, monitoring, or development of internal technical tools.
• Interest or experience in applying AI, automation, agents, or workflow-based solutions to improve operational efficiency is a strong advantage.
• Strong analytical and problem-solving abilities, with the discipline to investigate complex issues methodically and communicate findings clearly.
• Excellent collaboration and communication skills, particularly when working across customers, technical account teams, and engineering stakeholders.
• Ability to work independently in a remote environment while maintaining ownership, responsiveness, and a strong focus on service reliability.

Benefits

• Fully remote position based in Brazil.
• Full-time employment with the opportunity to work on cloud platforms and critical enterprise technology.
• Opportunity to collaborate with engineering and technical teams on complex distributed systems.
• Exposure to automation, AI-driven tooling, and modern approaches to scaling technical support.
• Opportunity to contribute to platform reliability, operational efficiency, and continuous product improvement.
• Inclusive equal-opportunity workplace with consideration for qualified applicants regardless of protected characteristics.