Product Support Engineer

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.
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