Product Support Engineer

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 .

Originally posted on Himalayas