Senior Support Engineer

About the company

PagBrasil is a Brazilian company that enables digital stores, international or domestic, to offer digital payment solutions optimized for the specific needs of the Brazilian market. With customers in more than 45 countries, the company partners with leading e-commerce platforms and offers exclusive features, such as PagStream®, an intelligent subscription management tool, as well as split, payment link, and a differentiated Pix solution. Among the customers served are Samsung, ConectCar, Simple Organic, Gringa, Pampili, and Samsonite. Certified by Great Place To Work (GPTW), PagBrasil believes that diverse teams build more creative and transformative results.

About the role

We are looking for a Senior Support Engineer to join the team and work directly in the Support area. The selected person will be a technical reference in complex integrations, leading the investigation and resolution of critical and technically complex incidents, with real business impact.

Responsibilities

• Lead the investigation and resolution of critical or technically complex incidents, coordinating stakeholders and keeping customers and internal teams updated on risks and action plans;
• Act as a technical reference in complex integrations, guiding customers and internal teams on APIs, webhooks, flows, requirements, constraints, 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 debugging, log analysis, configurations, and SQL queries, documenting evidence and routing information to the responsible teams;
• Conduct technical alignment sessions with customers and internal teams, presenting alternatives, negotiating priorities, and defining owners, deadlines, and next steps;
• Collaborate with Product and Technology on 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;
• Lead improvements in support processes, tools, and standards, using metrics to reduce recurrence, diagnosis time, response time, and rework;
• Create reusable automations and AI-assisted solutions for diagnosis, observability, testing, and operational routines;
• Assess technical risks related to security and compliance in processes and integrations, documenting evidence and involving the responsible teams when necessary.

Requirements

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

Preferred qualifications

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

Behavioral competencies

• 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;
• Ownership: autonomy and accountability to generate positive impact and constant development;
• Empathy: diversity, care, and an environment where everyone feels welcome;
• Team spirit: collaboration and enthusiasm to grow together.

Benefits

• Unimed Unimax health plan;
• Unimed dental plan;
• Life insurance;
• Access to the Wellz psychotherapy platform;
• WellHub (Gympass);
• Food and meal vouchers;
• Transportation voucher;
• Mobility allowance;
• Company-subsidized parking;
• Extended parental leave;
• Birth kit;
• Company-subsidized English and Spanish classes;
• Training and development subsidy;
• Educational partnerships with discounts on postgraduate courses;
• Exclusive discounts with PagBrasil customers;
• Happy Hour budget;
• 14th-month salary.

Work model and location

On-site position in Porto Alegre, under the CLT employment model. PagBrasil offers a horizontal work environment, with close and participative leadership, flexible hours, career path, and a relaxed, dynamic, and cheerful atmosphere.

Selection process

• Step 1: Registration;
• Step 2: Initial profile validation;
• Step 3: Chat with the Talent Acquisition and Selection team;
• Step 4: Technical challenge;
• Step 5: Online chat with leadership;
• Step 6: In-person chat with leadership;
• Step 7: Hiring.

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