Software Engineer (Technical Support)

At ioet, a leading software company with a talented team across LATAM, we provide Software Engineering as a service to clients worldwide. Join us for exciting professional challenges, working on projects ranging from innovative startups to globally recognized brands. Our positions are full-time, remote, and offer competitive compensation in USD.

We are looking for a Software Engineer with strong technical foundations and proven experience in customer-facing technical support. This role sits at the intersection of support, backend investigation, and cloud operations.

You will be the first line of defense for partner-facing issues, helping diagnose, resolve, and escalate problems related to shipments, configurations, APIs, and backend systems. While this is a support-driven role, it requires comfort reading code, running scripts, working with cloud services, and collaborating closely with Engineering and Operations teams.

This position is ideal for professionals who come from a software engineering background with exposure to customer-facing roles, or a technical support background with solid coding experience, and who are comfortable making support their core responsibility.

Responsibilities:

• Serve as the first line of technical support for partner-facing tickets, prioritizing and resolving issues related to shipments, configurations, APIs, and system errors (P1–P3).

• Investigate and troubleshoot backend and cloud issues by analyzing Java code, running API requests, reviewing logs, and identifying root causes.

• Operate and monitor AWS-based workflows (SQS, SNS, Lambda), including re-running jobs and resolving operational failures using CloudWatch.

• Execute and maintain operational scripts and configurations using Python and Git, managing merge requests and deployments via CI/CD.

• Collaborate with Engineering, Carrier Operations, and Customer Success teams, while documenting solutions and maintaining clear partner communication.

Requirements:

• 1-2 years in software development, software engineering, or closely related work

• 1-2 years in customer-facing roles related to technical support

• Demonstrated ability to use AI tools (e.g., Claude or Gemini) for code comprehension, script development, and technical investigation

• Hands-on experience with AWS or other cloud platforms in an operational capacity

• Experience working with ticket management systems such as Jira or similar is a plus

• Experience with observability tools such as CloudWatch, Datadog, or Elastic is a plus

• Strong English communication skills - Minimum B2 level proficiency, C1 preferred

• Send your application and CV in English (mandatory)

• Based in Latin America

Benefits:

• Remote work

• Flexible schedule

• Collaboration with international clients

• USD compensation

• Paid Holidays and Vacations

• Paid family and sick leaves

• English classes

• Educational and wellness bonus

• Structured career plan with regular salary reviews

• Emphasis on personal growth and mentorship

Are you ready to be part of the ioet journey?

Get your CV in English and Apply Now.

If you are curious to know more about our culture, technologies, and blogs, visit www.ioet.com