Remote job
Support Engineer (L2)
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About this role
Role overview A globally distributed software company is hiring an L2 Support Engineer to deliver reliable technical coverage during Brazil time-zone business hours. The role centers on independently investigating and resolving customer issues in cloud and infrastructure environments, with capacity to extend support to other Americas-based accounts.
Responsibilities - Deliver primary L2 support coverage aligned to Brazil time-zone hours - Independently investigate, reproduce, and resolve complex customer issues across multiple technologies - Provide support to additional Americas-based customers as capacity allows, minimizing handovers and delays - Read and analyze logs to identify root causes and confirm fixes - Communicate clearly, empathetically, and professionally in both written tickets and live troubleshooting sessions - Critically evaluate AI-generated suggestions against documentation, logs, and observed behavior rather than applying them blindly
Requirements - Proficiency in at least one major programming language, preferably Python - Strong expertise in AWS and container networking with Docker - Hands-on experience with Infrastructure-as-Code tools such as Terraform, Pulumi, AWS CDK, or AWS SDK - Proficiency with Git and GitHub, including branching and pull request workflows - Solid understanding of Linux, macOS, and Windows operating environments - Excellent written and verbal communication in both English and Portuguese
Nice to have - Knowledge of PowerShell, Bash, or other scripting languages - Familiarity with Kubernetes, Helm, Azure, or Snowflake - CI/CD pipeline experience using GitHub Actions, GitLab CI, or similar systems - Familiarity with relational and non-relational database systems - Comfort using AI assistants such as LLMs, MCP servers, or AI-augmented IDEs as part of a support workflow
Benefits and work setup - Fully remote position - Competitive salary - Annual company-wide retreat - Two additional company-wide holidays each year - Inclusive workplace culture featuring community guilds and online company events