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