Support Engineer

Rhino

11d•Remote

About The Position

Rhino + Jetty is seeking a Support Engineer to own engineering support for their platform. This is a hands-on engineering position focused on tackling challenging engineering problems related to active production workloads. The role is based in Brazil, with engineers already on the team, and operates during US Eastern business hours. The position reports into the existing engineering organization. As support touches every part of the platform, this role provides broad knowledge that can lead to opportunities on product engineering teams.

Requirements

2-4 years of experience building or supporting production software systems
Professional fluency in written and spoken English, and the ability to work with significant overlap with US Eastern business hours
Strong debugging instincts, and comfort working backward from an unclear report to a root cause
Working knowledge of SQL and the ability to query a production database to answer a question
Professional coding experience in at least one of Ruby on Rails, Python, or Javascript, with the willingness to learn across the stack
Comfort reading code you did not write, in areas of a system you have not seen before
Experience with modern source control tools (git + GitHub)
Experience working with AI tools to accelerate your engineering work (e.g. Claude Code)
Clear written communication, including the ability to explain technical issues to non-technical stakeholders
Willingness to become domain subject matter experts in a highly regulated industry
Enthusiasm, curiosity, and the flexibility to thrive in a start-up atmosphere of constant change and growth

Nice To Haves

Prior experience in a support engineering, production support, or on-call heavy role
Prior professional experience in Ruby / Ruby on Rails
Familiarity with observability and error monitoring tooling (e.g. Datadog, Sentry, Rollbar)
Familiarity with AWS cloud technologies (e.g. ECS, S3, RDS, etc)
Experience working in Fintech, Insurance, Banking or other similar financial services
Early/mid-stage startup experience

Responsibilities

Own the intake, triage, and resolution of inbound engineering support requests across our platform
Investigate issues by reading application logs, querying Postgres directly, and tracing requests through our Rails and Python services
Resolve issues with quality, readable, testable code where the fix is in scope, and escalate with a clear, evidence-backed writeup where it isn't
Work alongside AI triage tooling, which does first-pass research on incoming tickets, and review, verify, and act on what it surfaces
Turn recurring problems into documentation, runbooks, and tooling so the same question doesn't get asked twice
Identify patterns across support requests and raise the underlying issues to product teams before they become incidents
Communicate clearly with internal stakeholders about status, impact, and timelines
Foster a culture of security and adopt security best practices throughout Rhino+Jetty's codebase