Investigate and perform technical diagnosis of medium
and high-complexity incidents within a microservices architecture.
Analyze logs, metrics, and traces (Datadog, Kibana, Grafana) to identify root causes and recommend corrective actions.
Understand the flow between microservices, internal APIs, and dependencies to locate failure points.
Read code and perform reverse engineering in languages such as Node.js, Python, and Java to support problem identification.
Troubleshoot external integrations, including connectivity, authentication, SSL, timeouts, latency, and payload inconsistencies.
Accurately isolate whether an issue lies in the product, the partner, or internal infrastructure.
Make adjustments, configurations, and system parameterizations according to business rules and internal requests.
Escalate issues to Development (L3) or SRE only when necessary, providing a complete diagnosis and evidence.
Generate insights from incidents and support data, identifying patterns, recurrences, and areas for improvement.
Document processes, investigations, technical procedures, and applied solutions, keeping playbooks up to date.
Collaborate with N1 Support, Customer Service, Engineering, and Product teams, ensuring clear and contextualized communication.
Work with organization, attention to detail, and focus on delivering a high-quality user experience.

Degree completed or in progress in Computer Science, Engineering, Information Systems, or related fields.
Solid knowledge of microservices architecture, REST APIs, and synchronous/asynchronous communication.
Experience troubleshooting networks, external integrations, APIs, and connectivity issues.
Ability to read and analyze code (Node.js, Python, Java).
Familiarity with observability tools (Datadog, Kibana, Grafana) and analysis of logs, metrics, and traces.
Structured technical investigation skills, hypothesis-driven approach, and ability to solve complex problems.
Excellent communication skills to translate technical terms for different internal areas.
Organization, attention to detail, and ability to document processes clearly.
Resilience under pressure, ownership mentality, autonomy, and focus on user experience.
Experience with SQL queries.
Experience working in healthtech companies.
Knowledge of scripting for automation (bash, Python).
Familiarity with Linux, containers (Docker), and distributed environments.

Access to the Único Skill platform with courses, certifications, and degrees to accelerate your development
Day off on your birthday so you can celebrate your way
Health and dental insurance to take care of what matters most
Life insurance
Memed Cuida, an additional allowance to invest in your well-being and health as you prefer
Access to Zenklub for psychological and emotional support
Gympass for flexible physical activity and mental health options
Childcare assistance
Extended parental leave
Meal or grocery allowance, accepted at any restaurant or supermarket
Access to Creditas for personalized financial solutions
Partnership with Sesc
Exclusive partnerships to make your routine easier

Support Engineer

Key skills