About the role
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.
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