Sr. Support Engineer

Are you ready for a new challenge in a welcoming, dynamic, and flexible environment?

We are looking for a Sr. Support Engineer to join our team and work directly in the Support area.

At PagBrasil, you will find a space for constant learning, professional development, and the opportunity to generate real impact on our business. More than that: our culture is what moves us and what we seek in every new talent that joins the team. Results happen because our values are present in our daily lives:

• Excellence: dedication and continuous improvement in everything we do.
• Innovation: curiosity to think differently and create sustainable solutions.
• Ethics: transparency, integrity, and respect in every decision.
• Protagonism: autonomy and responsibility to generate positive impact and constant development.
• Empathy: diversity, care, and an environment where everyone feels welcomed.
• Team Spirit: collaboration and enthusiasm to grow together.

💙 Our commitment to the 4 Is: Include, Innovate, Integrate, and Inspire, guides everything we do, including how we recruit. All our opportunities are designed to be inclusive from the start, because we believe that diverse teams build more creative and transformative results.

Diversity is essential for us to create more human, innovative solutions that truly generate impact. We value each person in their individuality, ensuring the freedom to be who they are and contribute their best.

👉 If you are looking for a place to grow, learn, and make a difference, PagBrasil could be your next big step.

#VemSerPagBrasil

Responsibilities and duties

• Lead the investigation and resolution of critical or technically complex incidents, coordinating those involved and keeping clients and internal areas updated on risks and action plans;
• Act as a technical reference in complex integrations, guiding clients and internal teams on APIs, webhooks, flows, requirements, restrictions, and models supported by PagBrasil;
• Map and validate end-to-end integrations, identifying dependencies, exceptions, risks, and critical points to recommend the most appropriate solution.
• Investigate failures through debug, log analysis, configurations, and SQL queries, recording evidence and directing information to the responsible areas;
• Conduct technical alignments with clients and internal areas, presenting alternatives, negotiating priorities, and defining those responsible, deadlines, and next steps;
• Collaborate with Product and Technology in diagnosis, prioritization, testing, and validation of fixes and improvements in products, services, and integrations;
• Develop and maintain technical documentation and training on products, processes, APIs, webhooks, and integrations, contributing to the development and autonomy of the teams;
• Lead improvements in processes, tools, and support standards, using indicators to reduce recurrence, diagnosis time, response time, and rework;
• Create reusable automations and artificial intelligence-assisted solutions for diagnosis, observability, testing, and operational routines, considering security, documentation, human validation, and measurable results;
• Evaluate technical risks related to security and compliance in processes and integrations, recording evidence and involving the responsible areas when necessary.

Requirements and qualifications

• Completed degree in a technical area, such as Analysis and Systems Development, Software Engineering, Computer Science, Information Systems, and similar;
• Advanced English;
• Knowledge and experience in database;
• Knowledge and experience with API integrations;
• Experience with technical customer support.
• Knowledge and experience in incident investigation and diagnosis;
• Experience in technical documentation.

Differentials (not eliminatory)

• Experience in the fintech segment or payments industry;
• Experience with AI integration;
• Advanced Spanish.

Additional information

On-site position in Porto Alegre; CLT hiring model.

Our benefits

• Unimed Unimax health plan;
• Unimed dental plan;
• Life insurance;
• Access to the Wellz psychotherapy platform;
• WellHub (Gympass);
• Food and meal vouchers;
• Transportation vouchers;
• Mobility allowance;
• Company-subsidized parking;
• Extended parental leave;
• Birth kit;
• English and Spanish classes subsidized by the company;
• Subsidy for training and development;
• Educational partnerships with discounts on postgraduate courses;
• Budget for Happy Hour;
• 14th salary.

The PagBrasil Way:

• A relaxed, dynamic, cheerful environment with flexible hours;
• Close leadership, team spirit, and open dialogue for sharing ideas and feedback;
• People as protagonists of their own journeys;
• Empathy as the foundation of our relationships;
• Excellence and innovation in everything we do.