About the role
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.
Text as published by RYZ Labs. We don't edit postings; apply and ask questions on the employer's site.