Product Support Engineer

About this role

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