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.