Success Engineer/ Product Support Engineer (LatAm)

Full-Time | Remote | 8am – 5pm EST We're hiring a Success Engineer to protect customer retention for mission-critical software in a highly regulated financial services market. This person will own the path from issue to resolution — catching problems before customers do, fixing them fast when they slip through, and making sure every release reaches customers in a state worth trusting. This is a hands-on individual-contributor role with deep ownership. You'll be the engineer who investigates bugs across the full stack, makes the call on root cause vs. symptom, keeps releases honest, and gives Support, Engineering, and customers clear answers on what broke, why, and when it will be fixed. What you'll own The reliability lifecycle, end to end: Bug investigation and resolution across the stack (Python/Django, JavaScript/React) Proactive monitoring — dashboards, error tracking, logs, and daily health checks Feature release validation in staging before anything reaches production Post-release monitoring for error spikes and regressions Customer implementation support, data validation, and targeted fixes in live environments Documentation — root causes, resolutions, playbooks, and runbooks You'll keep a clear source of truth for what broke, why it happened, and how it was fixed — with SLAs of P0 in 24 hours, P1 in 3 days, P2 in 7 days. You're a fit if you: Have 2+ years in a full-stack or support engineering role, with strong Python/Django (or similar backend) and JavaScript/React (or similar frontend) experience. Trace issues methodically from symptom to root cause using logs, monitoring, error tracking, and browser DevTools. Monitor proactively — you'd rather catch an issue on a dashboard than in a support ticket (target: 50%+ of your issues found before customers report them). Write SQL confidently to investigate data issues and generate reports. Have hands-on experience with monitoring, logging, and error tracking tools. Understand the business impact of bugs, not just the technical details. Explain technical issues clearly to both technical and non-technical audiences. Work well within SLAs, documentation standards, and structured processes. Strong plus: SaaS or fintech experience, monitoring tools (Datadog, Sentry, LogRocket), QA/release validation experience, customer onboarding and implementation knowledge, experience with data pipelines or integrations, familiarity with financial services or similar domains, and a background spanning both engineering and customer-facing roles. You'll thrive here if you: Take ownership of issues and drive them to resolution quickly. Focus on preventing problems, not just reacting to them. Approach debugging systematically and thoroughly. Care about the customer impact of technical issues. Maintain discipline in documentation and processes. Communicate clearly across teams. Why join us High impact: your work directly improves customer experience and retention. Ownership: responsibility for issue resolution and platform quality. Growth: opportunity to deepen full-stack and system-level expertise. Autonomy: work independently while contributing to team standards. Learning: collaborate across engineering, product, and support teams. Benefits 100% remote Competitive salary in USD International team and experience