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

Work arrangement
Yes