Product Support Engineer

Responsibilities

• 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.

Requirements

Strong

• 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.

Preferred

• Experience eliminating recurring classes of issues through product or engineering changes.
• Next.js, Hono, Drizzle, PostgreSQL, Neon, Vercel, AWS, or Terraform
• Construction industry experience is

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.

Required

2–4 years building production web applications

TypeScript and React

• skills.
• Comfortable with

SQL

• and using data to investigate problems.
• A mindset focused on fixing root causes, not symptoms

Nice to have

• Previous support, production, or on-call experience.
• Familiarity with not required