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.