Support Engineer

Support Engineer (Backend / Production Support) Location: Remote About Aktos Aktos is a seed-stage vertical SaaS company building the modern operating system for the debt-collection industry. We help collection agencies modernize operations, payments, and compliance with a focused, engineering-driven product. The role (TL;DR) We’re hiring a hands-on Support Engineer focused on backend production support and incident response — not a feature engineer. You’ll own triage, fixes, and data/scripted remediations for production issues, debug the Python/Django backend and Postgres, and work directly with customers and internal teams to resolve escalations quickly and safely. What you’ll do Triage and resolve production incidents and customer escalations (tickets, email, phone). Debug backend issues in Python/Django and inspect/modify DB state safely (Postgres). Write, test, and run one-off and reusable Python scripts and SQL for remediation, migrations, or repairs. Investigate logs, traces, and metrics to perform root-cause analysis and implement short/medium-term mitigations. Coordinate with Engineering to scope fixes, deliver reproducible bug reports, and verify releases. Deploy hot-fixes or run deployment tasks when required (following established processes). Maintain runbooks, postmortems, and KB articles to reduce recurrence and MTTR. Support data migrations and onboarding tasks that require backend fixes. Communicate status clearly to customers and internal stakeholders during incidents. Must-have qualifications 4–6 years production experience working with Python and Django (or equivalent Python web frameworks). Product-oriented — this isn’t just a coding role; you must be comfortable in a direct customer support function. Strong SQL skills and production experience with PostgreSQL . Comfortable debugging server-side code, reading logs, and tracing requests across services. Familiarity with Git workflows and basic CI/CD concepts. Excellent written and verbal communication — customer-facing and able to explain technical issues clearly. Strong attention to safety and compliance when changing production data. Nice-to-have Experience with SaaS/vertical software (FinTech/payments a plus). Familiarity with cloud platforms (AWS) and observability tools (Sentry, Datadog, ELK). Prior support or SRE experience (on-call rotations, incident response). Experience with data migration tools and techniques. Basic frontend familiarity (React) to collaborate with product and QA. Soft skills Calm under pressure and methodical in triage. Customer-oriented and pragmatic — focused on safe, fast outcomes. Curious with a desire to prevent repeat incidents through automation and documentation. Relentless problem solver who “gets to the bottom” of issues. Compensation $60,000–$80,000 USD base Startup equity grants Health insurance Why Aktos Small, product-led engineering team where your impact is immediate. Direct customer exposure — see the real impact of your fixes. Competitive comp and equity for early team members. Fully remote.