Technical Support Engineer

**About AppSignal** We’re a small, thoughtful, and friendly team building tools developers love. We value clarity, focus, and steady progress. This role is key to making sure we continue shipping high\-quality, developer\-loved features that matter.We welcome candidates of all backgrounds, genders, orientations, ethnicities, ages, and abilities. *Preference will be given to candidates located in South America.* **About The Role** AppSignal is looking for a **Technical Support Engineer** who enjoys digging into complex problems, understands how developers think, and is comfortable working across multiple programming languages. You’ll be the first point of contact for our customers and play a key role in shaping their experience with our APM product. **What you’ll do** ● Respond to incoming customer questions during business hours. After onboarding, you’ll resolve most issues yourself and triage occasionally to the appropriate team. ● **Issue investigation \& triage:** Reproduce problems, gather technical details, and determine whether issues relate to documentation gaps, product behavior, or underlying bugs. ● **Collaboration with engineering:** Create clear GitHub issues, add context, and work with developers to understand root causes and next steps. Keep customers informed about progress and resolutions. ● **Documentation improvements:** Update and expand our docs based on common questions, friction points, or newly discovered edge cases. ● **Feedback loop:** Capture customer suggestions, track feature requests. **What we're looking for** AppSignal is a powerful APM that works for a variety of languages and frameworks. This Technical Support Engineer position requires someone who is comfortable supporting developers as their customers and has the ability to work with multiple coding languages. ● 2\+ years of experience in technical support (support experience should include working with different programming languages and frameworks. This position is not linked with DevOps, network/hardware/platform support). ● Strong technical troubleshooting skills and the ability to read and understand code in multiple languages (e.g., Ruby, Elixir, JavaScript, Python, PHP, Go, Java). You will be writing code to reproduce the issues reported by customers. We do not expect you to know all languages, but we do expect you to be familiar with at least two of them. ● Experience with APM / observability concepts: metrics, traces, logs, error reporting, instrumentation, and uptime is very important. ● Solid understanding of web application architecture (APIs, background jobs, databases, queuing systems). ● Experience working with Linux/Unix systems and basic system administration. (This is needed to set up development environments to reproduce the issue reported by the customer; this is not DevOps\-related.) ● Ability to debug issues using tools like cURL, browser dev tools, logs, SQL queries, and CLI utilities. ● Understanding of performance bottlenecks (e.g., slow queries, N\+1 issues, memory leaks) is a plus. ● Comfortable reading stack traces and diagnosing exceptions across different runtimes. ● Clear written communication and empathy for developers. **What we offer** ● Competitive salary tailored to your experience and location ● Remote\-first work culture with support for co\-working if needed ● Eligibility to participate in employee stock option program ● Unlimited paid time off ● Personal development budget for books, courses, or conferences ● Flexible contract setup based on your location (employment, EOR, or long\-term contractor) **Who we are** We’re a team of kind, curious people from different backgrounds, each bringing unique strengths (and yes, a few quirks too). We’d love for you to add yours. We welcome candidates of all backgrounds, genders, orientations, ethnicities, ages, and abilities. If you’re looking for a place to do your best work and know your contributions are valued, you’ll feel right at home here. **How to apply** Apply online through Homerun by answering a few questions and uploading your resume. There’s no need for a cover letter; we’d rather hear your thoughts directly in the application form. **Application form: https://appsignal.homerun.co/technical\-support\-engineer** Job Type: Full\-time Pay: R$150,000\.00 \- R$200,000\.00 per year Work Location: Remote