Technical Support Engineer

Lever, Inc.; Brasil; Remote; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first work

AI tools access

Professional development

Flexible core hours

Inclusive culture

Job summary

Lever, Inc. is seeking a Technical Support Engineer based in Brazil. You will own customer-impacting incidents from investigation to resolution, working remotely with a cloud-commerce platform serving large providers.

You will troubleshoot across Linux, networking, databases, APIs, and cloud technologies, collaborating with developers and account managers to drive customer success. This remote-first role emphasizes analytical problem solving, clear communication, and continuous learning.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• 3+ years of experience in technical or support engineering.
• Strong hands-on experience with Linux system administration (CentOS/RHEL).
• Practical networking knowledge including TCP/IP, addressing, routing and troubleshooting.
• Experience with relational databases (PostgreSQL, MySQL, Oracle) and strong SQL skills.
• Ability to interpret logs and use monitoring tools to diagnose issues.
• Familiarity with API integrations (REST, SOAP, JSON, XML, XML-RPC) and auth standards (OAuth, SAML).
• Experience in web hosting or similar infrastructure environments.
• Strong written and verbal English communication skills for customers and distributed teams.
• Strong analytical, problem-solving, prioritization, and incident-management skills.
• Experience with Java, Python, or C++ is a plus.
• Kubernetes experience is an additional advantage.
• Customer-focused mindset and willingness to learn new technologies.

Responsibilities

• Own technical support tickets end-to-end, investigating incidents, troubleshooting, and delivering solutions.
• Provide clear guidance on product functionality, configuration, and best practices.
• Diagnose complex issues using Linux, logs, networking, databases, APIs, and related tools.
• Manage customer communication with timely, accurate updates per SLAs.
• Collaborate with developers, product teams, and account managers; escalate appropriately when needed.
• Maintain accurate ticket records with investigation steps and resolutions.
• Create and improve technical notes, knowledge-base articles, and documentation.
• Stay current with the platform and emerging tools through training and self-learning.
• Contribute to operational projects to improve support and customer satisfaction.
• Explore and apply AI tools to improve productivity and documentation.

Skills

Linux administration

Networking

SQL

APIs

Cloud technologies

Incident management

English communication

Remote work

Education

Bachelor’s degree in Computer Science or Engineering

Tools

PostgreSQL

MySQL

Oracle

Linux (CentOS/RHEL)

REST/JSON/XML

OAuth/SAML

Kubernetes

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Brazil.

This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation. The role offers meaningful ownership, continuous learning, and the chance to directly improve customer experience at scale.

Accountabilities

• Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.
• Provide clear guidance on product functionality, configuration, best practices, and technical processes.
• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.
• Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.
• Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and **escalate appropriately** when required.
• Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.
• Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.
• Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.
• Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.
• Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with 3+ years of experience in technical or support engineering.
• Strong hands-on experience with Linux system administration, particularly CentOS or RHEL environments.
• Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.
• Experience with relational databases such as PostgreSQL, MySQL, or Oracle, including strong SQL skills for query composition and analysis.
• Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.
• Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.
• Experience working in web hosting or similar infrastructure environments.
• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.
• Strong analytical, problem-solving, prioritization, and incident-management skills, with the ability to work independently in a remote environment.
• Experience with Java, Python, or C++ is a plus.
• Kubernetes experience is an additional advantage.
• A customer-focused mindset and willingness to continuously learn new technologies and improve established support practices.

Benefits

• Remote-first work environment with globally distributed teams.
• Competitive compensation benchmarked against the markets where employees are hired.
• Flexible working arrangements within the core hours required by the team.
• Meaningful ownership of technical work and opportunities to grow into broader responsibilities.
• Professional development and continuous learning opportunities.
• Access to AI tools and encouragement to experiment with practical AI-driven approaches to everyday work.
• Inclusive, collaborative culture built around trust, respect, customer impact, and skills-based career growth.
• Support and reasonable accommodations throughout the hiring and employment process where required.
• Full-time employment with opportunities to contribute to a growing global technology organization.