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Technical Support Engineer Tier 2 (BR 49)

2 weeks, 6 days ago
Brazil
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
AWS Grafana SQL
Apply Now
OKTO

OKTO

OKTO provides immersive digital payment solutions for consumers and businesses, offering fast, secure, and tailored payment options in various industries worldwide.

Diversified Financial Services
51-250
Founded 2019
View All Jobs 4

Description

  • Own production incidents end-to-end after escalation from Tier 1 or detection through internal monitoring.
  • Perform incident triage by assessing severity, priority, and business impact.
  • Investigate and resolve escalated production issues using logs, system traces, and platform data.
  • Analyze transaction flows and data consistency, including reconciliation discrepancies and missing or delayed transactions.
  • Reproduce technical issues when possible and validate fixes, configuration changes, or database adjustments.
  • Monitor system health and performance using observability and monitoring tools.
  • Apply controlled configuration changes in production environments following established procedures and approvals.
  • Coordinate incident communication and escalation across Customer Support, Engineering, DevOps, Product, and other stakeholders.
  • Act as the primary technical point of contact during incidents and provide clear status updates.
  • Document investigations, root causes, and resolutions in the internal knowledge base.
  • Support Tier 1 teams by providing technical guidance and improving escalation quality.
  • Participate in on-call rotations when required.

Requirements

  • 2–4 years of relevant experience in Technical Support.
  • Strong experience with SQL and database investigation.
  • Experience working in cloud environments such as AWS or similar.
  • Proven experience investigating technical issues using logs, system data, and databases.
  • Solid understanding of distributed systems, APIs, asynchronous flows, and transaction lifecycles.
  • Ability to read and understand code to support troubleshooting; coding is not required.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Strong collaboration mindset and ability to work effectively in cross-functional teams.
  • Highly accountable with strong ownership and attention to detail.
  • Previous experience in fintech, payments, or highly transactional platforms is preferred.
  • Experience with monitoring and observability tools such as CloudWatch, Grafana, or similar is preferred.
  • Experience with reconciliation processes, settlement flows, or financial transaction systems is preferred.
  • Experience working in distributed or global technical teams is preferred.
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
  • Fluent English is mandatory.
  • Fluent Portuguese is mandatory.
  • Must be based in Brazil and available to work under Brazilian Labor Law (CLT).
  • Resumé must be submitted in English.

Benefits

  • Competitive compensation aligned with experience and market rates.
  • Meal allowance provided through a prepaid card.
  • Flexibility to use part of the meal allowance balance beyond food expenses.
  • Health and dental plan at no monthly cost to the employee.
  • Comprehensive health coverage for well-being support.
  • TotalPass access to gyms and partner studios.
  • Fully remote work from Brazil.

Interested in this position?

Apply directly on the company website

Apply Now

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