Quick Summary
About AppSignal
We are a small, dedicated team focused on building high-quality tools that developers love. We prioritize clarity, focus, and steady progress. This role is crucial for ensuring we continue delivering valuable, developer-loved features.
We welcome candidates of all backgrounds. Preference will be given to candidates located in South America.
About The Role: Technical Support Engineer (APM)
AppSignal is seeking a Technical Support Engineer who excels at complex problem-solving, understands the developer mindset, and is proficient across multiple programming languages. You will serve as the primary customer contact, significantly influencing their experience with our Application Performance Monitoring (APM) product.
Key Responsibilities
- Respond to incoming customer inquiries during business hours. Resolve most issues independently post-onboarding, triaging complex cases to the appropriate engineering teams.
- Issue Investigation & Triage: Reproduce reported problems, gather necessary technical details, and accurately determine if issues stem from documentation gaps, product behavior, or underlying software bugs.
- Engineering Collaboration: Create detailed GitHub issues, provide context, and partner with developers to identify root causes and define next steps. Ensure customers are consistently updated on progress and resolutions.
- Documentation Improvement: Proactively update and expand our technical documentation based on common questions, friction points, or newly discovered edge cases.
- Feedback Loop Management: Capture customer suggestions and meticulously track feature requests for product development consideration.
Required Skills & Experience
This role requires supporting developers using a powerful APM product across various languages and frameworks. Candidates must be comfortable supporting technical users and working with multiple coding languages.
- 2+ years of experience in technical support, specifically involving different programming languages and frameworks (excluding DevOps, network, hardware, or platform support).
- Strong Technical Troubleshooting: Ability to read and understand code in multiple languages (e.g., Ruby, Elixir, JavaScript, Python, PHP, Go, Java). Must be able to write code to reproduce customer-reported issues. Familiarity with at least two listed languages is expected.
- APM / Observability Expertise: Essential experience with observability concepts including metrics, traces, logs, error reporting, instrumentation, and uptime monitoring.
- Solid understanding of web application architecture (APIs, background jobs, databases, queuing systems).
- Experience with Linux/Unix systems and basic system administration for setting up development environments to reproduce issues.
- Proficiency in debugging tools such as cURL, browser developer tools, logs, SQL queries, and CLI utilities.
- Comfortable reading stack traces and diagnosing exceptions across different runtimes.
- Clear written communication skills and strong empathy for developers.
Preferred Qualifications (Plus)
- Understanding of performance bottlenecks (e.g., slow queries, N+1 issues, memory leaks).
What We Offer (Remote Full-Time)
- Competitive salary based on experience and location (R$150,000.00 - R$200,000.00 per year).
- Remote-first work culture with optional co-working support.
- Eligibility for the employee stock option program.
- Unlimited paid time off.
- Personal development budget for books, courses, or conferences.
- Flexible contract setup (employment, EOR, or long-term contractor).
How to Apply
Apply online through Homerun by answering a few questions and uploading your resume. A cover letter is not required.
Application form: https://appsignal.homerun.co/technical-support-engineer