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.

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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.

\nHow Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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