Support Engineer - Veterinary HealthTech (Brazil)

Role overview

The Support Engineer is an independent contractor embedded within the Platform organization who partners closely with the Customer Experience (CX) team to resolve technical tickets and keep customer operations running smoothly. The role owns onboarding and decommissioning workflows, data migrations, and a broad range of infrastructure and platform-level requests, translating operational needs into reliable technical execution. It is a strong fit for a technically skilled operator who enjoys working at the intersection of platform engineering and customer operations on a veterinary healthtech platform.

Responsibilities

- Execute technical onboarding for new customers, including environment provisioning, configuration, integration setup, and data imports to ensure a seamless go-live. - Manage technical offboarding, covering data exports, environment teardown, access revocation, and formal closure documentation. - Perform structured data migrations between systems or environments, handling validation, transformation, and quality assurance, and occasionally joining customer calls to address data validation questions. - Own and resolve the queue of technical tickets escalated by the CX team, triaging complex issues such as environment configuration, integration troubleshooting, and bulk data updates. - Partner with Customer Success Managers and Implementation Managers to clarify request context, set timelines, and communicate outcomes in plain language. - Maintain runbooks, processes, and customer-specific documentation, and proactively identify patterns that can be addressed with automation or improved tooling.

Requirements

- Hands-on familiarity with core AWS services (for example RDS, S3, EC2, and ECS) to verify environment changes and run smoke tests. - Proficiency with Git and GitHub, including creating, reviewing, and merging pull requests as part of standard workflows. - Strong written and verbal English communication, with the ability to lead customer calls and explain technical concepts to non-technical stakeholders. - Foundational understanding of data privacy best practices, least-privilege access, and secure data handling. - Experience navigating support or helpdesk ticketing systems such as Jira, Intercom, Front, or comparable tools. - Ability to pass a background check, given required production access.

Nice to have

- Familiarity with Terraform or Infrastructure as Code principles for reviewing and provisioning infrastructure configurations. - Basic understanding of Kubernetes, including pod management and inspecting workloads in clusters. - Experience using Helm charts to deploy, upgrade, and manage Kubernetes applications.

Benefits and work setup

- Fully remote position based in Brazil, requiring only a laptop and reliable internet connection. - Compensation paid in USD at market-leading rates. - Paid time off policies to support rest and recharge. - Autonomous work style with flexibility to manage time, focused on outcomes rather than hours. - Engagement with a global, multicultural professional network distributed across many countries.