Sr. Java Support Engineer

Position: Senior Support Engineer (Tier 3/4)
Stack: Java 8+, Spring Boot, REST APIs, MySQL, MongoDB, Redis, RabbitMQ/Kafka, ELK Stack, AWS/GCP, CI/CD
Location: Remote (LATAM)
Employment Type: Full-time 40/hrs (Long Term Contract)
Language: Fluent English required
Start Date: ASAP
Annual Pay Range: $36k - $48k USD (Negotiable)

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About the Role

We’re seeking a skilled and experienced Support Engineer to join a high-performing team supporting a fast-growing SaaS platform focused on customer lifecycle marketing. In this Tier 3/4 position, you’ll own escalated technical support cases, dig into complex system issues, work closely with Engineering and Product teams, and directly support internal stakeholders and clients when needed. This role requires sharp analytical skills, fluency with modern backend technologies, and strong communication abilities.

What You’ll Be Doing

Advanced Technical Support & Troubleshooting

  • Handle escalations from Tier 1 & Tier 2 support teams
  • Dive deep into issues involving backend services, APIs, and database layers
  • Identify root causes and provide timely fixes, workarounds, or patches
  • Collaborate closely with engineering to report and track bugs and feature requests
  • Maintain a high level of product knowledge to support rapid issue resolution

Internal & External Communication

  • Work with Customer Success and Product teams to improve the support process
  • Act as a technical point of contact for key internal stakeholders
  • Occasionally engage with customers to gather information and communicate solutions
  • Improve product usability and performance by contributing feedback from the field

Documentation & Process Improvement

  • Document troubleshooting steps and maintain the internal knowledge base
  • Create guides and best practices to support Tier 1 & Tier 2 teams
  • Identify recurring issues and suggest preventative improvements
  • Help build internal tooling to improve support workflows

Ideal Experience

Technical Background

  • 5+ years of technical support or engineering experience in a SaaS environment
  • Strong debugging, log analysis, and root cause investigation skills
  • Hands-on experience with:
    • Java 8+, Spring, Spring Boot
    • RESTful APIs
    • MySQL and MongoDB
    • Redis, RabbitMQ or Kafka
    • CI/CD workflows and cloud services (AWS, GCP, or Azure)
    • Familiarity with logging and monitoring tools (ELK stack, Datadog, etc.)
    • Scripting (Python, Bash) is a plus

Soft Skills

  • Excellent written and verbal communication in English
  • Comfortable working in a fully remote, distributed team
  • Calm, proactive, and customer-first mindset
  • Ability to explain technical topics to non-technical stakeholders

Bonus Points

  • Experience supporting global SaaS products
  • Familiarity with microservices architecture
  • Background in Customer Success or Product Support

 Ready to join a fast-paced, mission-driven team? Apply now and help support the growth of a global product used by leading marketing teams around the world.

 

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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