Application Support Engineer — Enterprise SaaS

Application Support Engineer — Enterprise SaaS

Full-time | Remote | Brazil

We’re looking for a hands-on Application Support Engineer to support an enterprise B2B SaaS platform used by global customers.

This is not a help desk, desktop support, ticket-routing, or purely infrastructure role .

You’ll be expected to independently investigate production issues across the application, API, database, cloud, and observability layers , communicate directly with customers, and work closely with Engineering and DevOps when deeper product changes are required.

What you’ll do

• Own technical customer incidents from initial report through confirmed resolution
• Investigate production issues using application logs, monitoring tools, SQL queries, REST APIs, and cloud evidence
• Troubleshoot missing, duplicated, delayed, or inconsistent application data
• Debug REST API and integration issues involving authentication, requests/responses, payloads, HTTP errors, and data flow
• Investigate application behavior across AWS, Azure, or GCP-hosted environments
• Use observability and monitoring tools such as Datadog, Splunk, Grafana, Kibana, CloudWatch, Azure Monitor, Elastic, or similar
• Reproduce issues, identify root causes, document findings, and escalate to Engineering or DevOps with clear technical evidence
• Communicate proactively with enterprise customers during incidents and manage expectations through resolution
• Create and improve troubleshooting guides, knowledge-base articles, and support processes
• Assist with customer configuration, onboarding, and technical questions

What we really need

You should already have hands-on experience with all or most of the following in a production support environment :

• B2B SaaS / enterprise application support
• SQL , including querying production data to investigate application issues
• REST APIs / integrations , including hands-on request and response troubleshooting
• AWS, Azure, or GCP , with direct troubleshooting experience rather than only working alongside a cloud team
• Logs, monitoring, and observability
• Production incident management, troubleshooting, and root-cause analysis
• Direct communication with technical and non-technical customers
• Collaboration with Product, Software Engineering, and/or DevOps teams

We are especially interested in engineers who can move comfortably between:

Customer issue → application behavior → logs/metrics → API/integration → SQL/data → cloud environment → Engineering escalation

You do not need to be a software developer or DevOps engineer, but you should be technical enough to investigate deeply before escalating.

Strong pluses

• Experience supporting multi-tenant enterprise SaaS products
• Kubernetes or containerized environments
• Python, Java, JavaScript, Ruby, C#, PowerShell, Bash, or other scripting/programming experience
• ITIL / structured incident-management experience
• Experience building support documentation, playbooks, monitoring, or improving support processes
• Knowledge-management, ITSM, CRM, or customer-service platforms

Location & setup

• Remote
• Brazil
• Full-time independent contractor
• Fluent professional English required