Technical Support Engineer, Tier 2

OKTO PAYMENTS

Tier 2 Technical Support Engineer resolving technical issues and ensuring system stability for AI-native payment service provider OKTO PAYMENTS. Collaborating across global teams for effective incident resolution and documentation.

Posted 7/7/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AWSCloudDistributed SystemsGrafanaSQL

About the role

Key responsibilities & impact

Own production incidents end-to-end once escalated from Tier 1 or identified through internal monitoring.
Perform incident triage by assessing severity, priority, and business impact, ensuring appropriate response times.
Investigate and resolve escalated production issues through log analysis, system traces, and platform data.
Analyze transaction flows and data consistency, including reconciliation discrepancies and missing or delayed transactions.
Reproduce technical issues when possible and validate fixes, configuration changes, or database adjustments.
Monitor system health and performance using observability and monitoring tools.
Apply controlled configuration changes in production environments when necessary, following established procedures and approvals.
Validate system behavior after changes and ensure rollback procedures are executed when required.
Collaborate with Development, DevOps, and Product teams to drive long-term technical resolutions.
Escalate incidents internally or externally when required and coordinate communication across all involved teams.
Act as the primary technical point of contact during incidents, providing clear status updates to stakeholders.
Document investigations, root causes, and resolutions in the internal knowledge base.
Support Tier 1 teams by providing technical guidance and improving escalation quality.
Participate in on-call rotations when required.

Requirements

What you’ll need

2–4 years of relevant experience in Technical Support
Strong experience with SQL and database investigation.
Experience working in cloud environments (AWS or similar).
Proven experience investigating technical issues using logs, system data, and databases.
Solid understanding of distributed systems, APIs, asynchronous flows, and transaction lifecycles.
Ability to read and understand code to support troubleshooting (coding not required).
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Strong collaboration mindset and ability to work effectively in cross-functional teams.
Highly accountable professional with strong ownership and attention to detail.
Nice to Have:
Previous experience in fintech, payments, or highly transactional platforms.
Experience with monitoring and observability tools such as CloudWatch, Grafana, or similar.
Experience with reconciliation processes, settlement flows, or financial transaction systems.
Experience working in distributed or global technical teams.
Education:
Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
Languages:
Fluent English (mandatory)
Fluent Portuguese (mandatory)

Benefits

Comp & perks

Competitive compensation – aligned with your experience and the market.
Meal allowance – provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.
Health and dental plan – no monthly cost for you with comprehensive coverage to take care of your health and well-being.
TotalPass – access to gyms and partner studios, encouraging a healthy and balanced lifestyle.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLLog AnalysisSystem TracesDatabase AdjustmentsDistributed SystemsAPIsTransaction LifecyclesConfiguration ChangesReconciliation ProcessesSettlement Flows

Soft Skills

Analytical SkillsCommunication SkillsCollaboration MindsetAttention to DetailOwnership