Senior Support Engineer

JOB DESCRIPTION Alternative Payments is building the financial operating system for SMBs, consolidating the disconnected tech stack that holds service-based businesses back. Starting with MSPs, we've spent five years perfecting accounts receivable, and we're now expanding into accounts payable, AI-powered analytics, and beyond. We're at an inflection point: closing the loop on money movement and laying the foundation for a platform that will reshape how service businesses operate financially. We're growing fast, thinking big, and building a global team that wants to be part of something that lasts. We believe the best solutions come from diverse perspectives, deep collaboration, and a shared obsession with customer impact. If you're energized by real problems, real customers, and real impact, we want to hear from you! WHAT WE'RE LOOKING FOR We're seeking a Senior Support Engineer to join our Engineering Team (firefighters squad) and help us bridge the gap between engineering, customer experience, and our clients while ensuring production stability and exceptional support delivery. This role is ideal for someone who thrives on technical problem-solving and cross-functional collaboration, and wants to take a hands-on role in driving operational excellence and strategic support initiatives. This role is available to candidates who are eligible to work in Brazil, Remote. WHAT YOU'LL DO - Lead and execute on complex technical troubleshooting and incident resolution from investigation to delivery of permanent solutions. - Design and implement comprehensive monitoring processes, including creating detailed playbooks and runbooks for common scenarios, as well as detailed documentation including post-incident reviews and knowledge base articles. - Leverage AI-powered tools and workflows to automate issue detection, diagnosis, and resolution processes. - Collaborate with cross-functional teams to deliver solutions, optimize support processes, and implement scalable monitoring systems. - Take ownership of complex production issues and provide technical expertise across distributed systems, infrastructure, and application layers. - Develop and maintain automation scripts and tools to reduce manual intervention and improve system reliability. - Propose improvements and help establish best practices for incident response, monitoring, log management, and proactive issue prevention. - Bridge communication between engineering teams, customer experience, and clients during critical incidents and implementation challenges. - Analyze recurring problems and develop strategic solutions to prevent future occurrences. WHAT YOU'LL BRING - 3-5 years of experience in technical support, SRE, Forward Deployed Engineer, or full-stack engineering. - Strong expertise with observability and monitoring tools such as DataDog, ELK Stack (Elasticsearch, Logstash, Kibana), Prometheus, Grafana or similar platforms. - Solid infrastructure and DevOps knowledge including infrastructure as a code (IaC), containerization (Docker/Kubernetes) and cloud-native architecture. - Strong skills in AWS infrastructure, observability tools, database management, and CI/CD pipelines. - Solid experience in troubleshooting distributed systems and production environments. - Strong communication skills (especially in English), to collaborate effectively across engineering teams, customer success, and external clients. - A proactive mindset with the ability to solve complex technical problems, work with SLA/SLO, and drive automation initiatives. - Experience with incident management processes and high-intensity support environments. NICE TO HAVES - Experience in FinTech, payments, startup, or scale-up environments. - Familiarity with multiple programming languages, frontend/backend technologies, and modern observability stacks. - Track record of implementing automation solutions, improving support processes, or driving operational improvements. - Comfort working in fast-paced, dynamic,…