Support Engineer, L2

Role Overview

• Ensure reliable L2 support coverage for our Brazilian client Itau during BRT hours as the primary responsibility, balancing workload with existing team structure.
• Work independently to investigate and resolve customer issues, including reproducing complex scenarios using various technologies.
• Where capacity permits, extend support to other Americas-based customers without delay or handover bottlenecks.
• Ensure clear, empathetic, and professional communication with customers (both written and verbal) to maintain a high standard of service.

Requirements

• Ensure reliable L2 support coverage for our Brazilian client Itau during BRT hours as the primary responsibility, balancing workload with existing team structure.
• Work independently to investigate and resolve customer issues, including reproducing complex scenarios using various technologies.
• Where capacity permits, extend support to other Americas-based customers without delay or handover bottlenecks.
• Ensure clear, empathetic, and professional communication with customers (both written and verbal) to maintain a high standard of service.
• Proficient in any major programming language (preferably Python) (required)
• Knowledge of PowerShell, Bash, or other scripting languages (advantageous)
• Strong expertise in AWS (required)
• Experience with Docker and container networking (required)
• Experience with IaC tools such as Terraform, Pulumi, AWS CDK/SDK (required)
• Familiarity with Kubernetes and Helm (advantageous)
• Familiarity with Azure or other cloud platforms (advantageous)
• Familiarity with Snowflake (nice to have)
• Proficiency with Git and GitHub — branching, pull requests (required)
• Experience with CI/CD pipelines — GitHub Actions, GitLab CI, or similar (advantageous)
• Strong understanding of Linux, macOS, and Windows
• Skilled in reading and analysing logs to identify and reproduce issues
• Familiarity with relational and non-relational database systems
• Excellent written communication — ticket responses, documentation in both English and Portuguese
• Strong verbal communication skills for screen-sharing sessions and live troubleshooting in both English and Portuguese
• Comfortable using AI tools (e.g. LLMs, MCPs, AI-assisted IDEs) as part of a support workflow
• Able to critically evaluate AI-generated output — verifying suggestions against documentation, logs, and real behaviour rather than applying them blindly

Tech Stack

• AWS
• Azure
• Cloud
• Docker
• Kubernetes
• Linux
• MacOS
• Python
• Terraform

Benefits

• Fully remote
• Competitive salary
• Annual company retreat
• 2 extra company-wide holidays
• Friendly and inclusive workplace culture (community guilds and online company events)