Support Engineer (LATAM)

UserEvidence

Brasil

Remote

BRL 270,416 - 378,583

Full time

14 days+

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Benefits offered by this job

Fully remote team

Autonomy and growth opportunities

Job summary

A tech startup is looking for a Support Engineer based in Brazil. The role involves resolving customer technical issues, prioritizing support tickets, and writing SQL queries. Candidates should have 2+ years in a Rails environment and excellent communication skills. This fully remote position offers opportunities for growth within a rapidly expanding team.

Qualifications

2+ years of experience working in a Rails codebase.
Able to write and optimize SQL queries for reporting needs.
Clear, warm, and concise written and verbal communication.
Ability to manage multiple tasks and contexts effectively.

Responsibilities

Triage and resolve customer issues as the first technical contact.
Set up and troubleshoot integrations like SSO and Slack.
Investigate data inconsistencies and UI issues.
Maintain custom SQL queries for data exports and reports.
Communicate effectively with customers and document solutions.

Skills

Experience in a Rails codebase

Strong SQL skills

Debugging and problem-solving abilities

Excellent communication skills

Ability to handle multiple tasks

Proactive mindset

Experience with Customer Success teams

Familiarity with authentication systems

Job description

3 weeks ago Be among the first 25 applicants

Please note - We are only accepting candidates in Latin America for this role.

UserEvidence is seeking a sharp and personable full-time Support Engineer to join our growing team. This role is ideal for an ambitious Rails developer with 2-4 years of experience who loves solving real-world problems and collaborating across engineering and customer success. You'll be on the front lines of customer issues, helping triage, troubleshoot, and resolve requests that span data operations, configuration, integrations, and bug investigation.

This role offers a high degree of visibility and ownership. You'll help shape how we support our customers and contribute to building more robust systems by identifying patterns and working with the broader engineering team to drive product improvements.

What You'll Do

Work directly with Customer Success and Engineering to resolve customer issues, often acting as the first technical point of contact
Triage incoming support tickets, prioritize effectively, and handle the majority of non-bug tasks independently
Own and execute tasks like bulk data imports, exports, and migrations
Set up and troubleshoot integrations like SSO (SAML), Slack, and custom survey templates
Investigate UI inconsistencies, cohort display issues, and broken data links
Write and maintain custom SQL queries for customer-facing reports and data exports
Provide clear, empathetic communication back to customers (via CS), with well-written explanations and documented solutions
File and escalate verified bugs to the relevant product team with complete reproduction steps
Track recurring issues and contribute ideas for tooling, automation, or product improvements

Requirements

2+ years of experience working in a Rails codebase (bonus: knowledge of Sidekiq)
Strong SQL skills — able to write and optimize queries for real-world reporting needs
Excellent debugging and problem-solving abilities
Excellent written and verbal communication skills — clear, warm, and concise
Ability to handle multiple tasks and contexts simultaneously
A proactive mindset: you don't just fix the issue, you look for ways to prevent it
Experience working closely with CS or Support teams
Familiarity with authentication systems (SAML, OAuth)

Nice to have