Success Engineer/ Product Support Engineer (LatAm)

We are looking for a Success Engineer with strong full-stack debugging skills and a proactive mindset to join our team. This role requires an experienced engineer (2+ years) who can investigate and resolve issues across the stack, ensure high-quality releases, and improve customer experience by detecting problems before they escalate.



Full-Time | Remote | 8am - 5pm EST



Key Responsibilities

Investigate and resolve issues across the platform:

• Analyze and troubleshoot customer-reported issues across backend and frontend systems.
• Diagnose root causes using logs, monitoring tools, and debugging techniques.
• Implement and deploy fixes in production environments.
• Verify resolutions in staging and production.
• Document root causes and solutions for future reference.
• Meet defined SLA timelines for issue resolution.

Proactively monitor systems and detect issues early:

• Monitor dashboards, logs, and alerting systems on a daily basis.
• Perform health checks across critical workflows and environments.
• Identify anomalies and investigate potential issues before customers report them.
• Track recurring issues and escalate patterns when necessary.
• Aim to detect a significant portion of issues proactively.

Validate feature releases before production:

• Test new features in staging from a user and customer perspective.
• Identify bugs, regressions, and usability issues prior to release.
• Monitor system performance and error rates after deployments.
• Ensure features work across different customer configurations.
• Contribute to release validation processes and quality standards.

Support customer implementations and technical requests:

• Assist with onboarding and technical setup for new customers.
• Validate data migrations and integration configurations.
• Investigate customer-specific issues using data queries and system analysis.
• Perform data corrections and configuration updates when needed.
• Communicate findings and resolutions clearly to stakeholders.

Key Requirements

• 2+ years of experience in a full-stack or support engineering role.
• Strong experience with Python/Django (or similar backend frameworks).
• Experience with JavaScript/React (or similar frontend frameworks).
• Solid debugging skills across backend, frontend, and browser environments.
• Proficiency with SQL for data investigation and reporting.
• Experience with monitoring, logging, and error tracking tools.
• Strong problem-solving and root cause analysis skills.
• Ability to work with SLAs and structured processes.
• Clear communication skills for technical and non-technical audiences.

Nice to Have

• Experience in SaaS or fintech environments.
• Background in both engineering and customer-facing roles.
• Experience with QA, testing, or release validation processes.
• Familiarity with monitoring tools (Datadog, Sentry, etc.).
• Knowledge of customer onboarding and implementation processes.
• Experience with data pipelines or integrations.
• Understanding of financial services or similar domains.

You Will Thrive Here If You

• Take ownership of issues and drive them to resolution quickly.
• Focus on preventing problems, not just reacting to them.
• Approach debugging systematically and thoroughly.
• Care about the customer impact of technical issues.
• Maintain discipline in documentation and processes.
• Communicate clearly across teams.

Why Join Us

• High impact: your work directly improves customer experience and retention.
• Ownership: responsibility for issue resolution and platform quality.
• Growth: opportunity to deepen full-stack and system-level expertise.
• Autonomy: work independently while contributing to team standards.
• Learning: collaborate across engineering, product, and support teams.

Benefits

• 100% remote
• Competitive salary in USD
• International team and experience