Support Engineer (LATAM)

Please note - We are only accepting candidates in Latin America for this role.

UserEvidence is seeking a sharp and personable full-time Support Engineer to join our growing team. This role is ideal for an ambitious Rails developer with 2–4 years of experience who loves solving real-world problems and collaborating across engineering and customer success. You'll be on the front lines of customer issues, helping triage, troubleshoot, and resolve requests that span data operations, configuration, integrations, and bug investigation.

This role offers a high degree of visibility and ownership. You’ll help shape how we support our customers and contribute to building more robust systems by identifying patterns and working with the broader engineering team to drive product improvements.

What you'll do

• Work directly with Customer Success and Engineering to resolve customer issues, often acting as the first technical point of contact
• Triage incoming support tickets, prioritize effectively, and handle the majority of non-bug tasks independently
• Own and execute tasks like bulk data imports, exports, and migrations
• Set up and troubleshoot integrations like SSO (SAML), Slack, and custom survey templates
• Investigate UI inconsistencies, cohort display issues, and broken data links
• Write and maintain custom SQL queries for customer-facing reports and data exports
• Provide clear, empathetic communication back to customers (via CS), with well-written explanations and documented solutions
• File and escalate verified bugs to the relevant product team with complete reproduction steps
• Track recurring issues and contribute ideas for tooling, automation, or product improvements

Requirements

• 2+ years of experience working in a Rails codebase (bonus: knowledge of Sidekiq)
• Strong SQL skills — able to write and optimize queries for real-world reporting needs
• Excellent debugging and problem-solving abilities
• Excellent written and verbal communication skills — clear, warm, and concise
• Ability to handle multiple tasks and contexts simultaneously
• A proactive mindset: you don’t just fix the issue, you look for ways to prevent it
• Experience working closely with CS or Support teams
• Familiarity with authentication systems (SAML, OAuth)

Nice to have

• Knowledge of React or front-end debugging is a plus, but not required
• Familiarity with Slack bots or survey tooling

Benefits

Why Join Us?

• Fully remote team with a strong async culture
• Rapidly growing startup with lots of autonomy and room to grow
• Opportunity to shape how we scale support and operations
• Smart, kind teammates who value communication and accountability

Please note - We are only accepting candidates in Latin America for this role.