Technical Support Engineer Tier 2 (BR 56)

OKTO PAYMENTS’s continuous growth demands high-caliber candidates who embody professionalism, passion, and creativity. For those who join us, we offer significant career advancement, stimulating challenges, and a clear runway for growth. OKTO PAYMENTS is the next-generation Payment Service Provider — AI-native, precision-engineered, and relentlessly merchant-obsessed. Built for merchants operating in the most complex and demanding eCommerce sectors, our platform goes far beyond transaction processing. We solve for scale, compliance, and performance with one unshakable focus: delivering outcomes that power merchant growth. From payments and banking to treasury and settlement, we engineer the financial infrastructure that gives our partners a competitive edge. The result? Faster onboarding, smarter operations, and resilient, real-time performance. At OKTO PAYMENTS we enable merchants to Play Differently, transforming payments from routine transactions into true differentiators that deliver personalized, frictionless experiences. Our AI-native innovation harnesses data and insight to power every decision, while our proprietary in-house engineering ensures precision and control. Combined with deep, trust-based relationships worldwide, we’re redefining what it means to build, scale, and win in complex digital commerce. Position Summary We are looking for a Tier 2 Technical Support Engineer to join a fully remote, global team. This role operates in a cross-functional environment, working closely with Customer Support, Engineering, DevOps, and Product teams across multiple countries. The engineer will play a key role in maintaining the stability and reliability of production systems, investigating complex technical issues, analyzing logs and transaction flows, and coordinating incident resolution. This position acts as the bridge between Tier 1 Customer Support and Tier 3 Engineering, ensuring incidents are properly diagnosed, communicated, and resolved while contributing to continuous platform improvement. Key Responsibilities 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. Experience: 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) Important Information Hiring under Brazilian Labor Law (CLT). Fully remote from Brazil. Please submit your resumé in English. 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.