Job Description
Contract directly with the client
Remote - Full-time
Only for candidates based in Latam
We are looking for a Product Support Engineer. Ryz Labs is partnering with a client whose customers rely on the product during time-sensitive bid deadlines.
We're looking for a Software Engineer to own customer issues end-to-end—from reproducing and diagnosing bugs to fixing them and confirming the solution directly with the customer.
This is not a ticket-closing role. You'll turn recurring issues into product improvements and gain broad knowledge of the system, with opportunities to grow into other engineering areas.
What You'll Do
- Own customer issues end-to-end: reproduce, diagnose, fix, and follow up.
- Turn vague reports into clear, reproducible technical problems.
- Debug issues across the application, database, logs, monitoring, and analytics.
- Improve product details such as sorting, filters, tooltips, empty states, and error messages.
- Identify recurring problems and implement upstream fixes rather than repeatedly treating symptoms.
- Handle operational work including dependency upgrades and security remediation.
- Communicate directly with customers and collaborate closely with the engineering team.
- Use data, SQL, Sentry, PostHog, and the product itself to investigate issues.
What We're Looking For
Required:
- 2–4 years building production web applications.
- Strong TypeScript and React skills.
- Comfortable with SQL and using data to investigate problems.
- Strong debugging and problem-solving skills.
- Ability to investigate issues from incomplete information, screenshots, logs, and user reports.
- Strong written and verbal English.
- Clear async communication and willingness to work directly with customers.
- A mindset focused on fixing root causes, not symptoms.
Nice to have:
- Previous support, production, or on-call experience.
- Experience eliminating recurring classes of issues through product or engineering changes.
- Familiarity with Next.js, Hono, Drizzle, PostgreSQL, Neon, Vercel, AWS, or Terraform.
- Construction industry experience is not required.
