It Service Operations Engineer

We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You\'ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world\'s largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

Responsibilities

• Serve as the escalation point for Tier 2 on complex, technical customer support issues
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
• Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary
• Maintain deep knowledge of the client\'s platform, integrations, APIs, and system behavior
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
• Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
• Participate in post-incident reviews and ensure learnings are translated into process or product changes

Required Experience

• Excellent English and either Spanish or Portuguese communication skills
• 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
• Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that maintains a client-centric approach to building products, strives to maintain a world-class organization, loves technology
• Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
• Demonstrated ability to work independently or as part of a broader team
• Trustworthy, team-oriented, transparent, and fun

Preferred Experience

• Experience with Python

Additional Information

• 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
• Start: ASAP

Zartis is a digital solutions provider working across technology strategy, software engineering and product development.

We partner with firms across financial services, MedTech, media, logistics technology, renewable energy, EdTech, e-commerce, and more. Our engineering hubs in EMEA and LATAM are full of talented professionals delivering business success and digital improvement across application development, software architecture, CI/CD, business intelligence, QA automation, and new technology integrations.

We are looking for a Platform Operations Engineer to work on a project in the data analytics sector.

The project:

Our teammates are talented people that come from a variety of backgrounds. We\'re committed to building an inclusive culture based on trust and innovation.

We are seeking an energetic engineer with strong platform operations experience in AWS to join our client\'s team in developing and scaling their data socialization and visualization platform, Atlas. This is a hands-on individual contributor (IC) role where you will lead by example through design, coding, and problem-solving. You will collaborate closely with their existing Backend Engineering Team Lead while holding primary accountability for platform operations. You will report directly to the CTO and work alongside the engineering and product teams to ensure reliability, scalability, and performance. While everyone contributes across boundaries on their small team, this role is intended to take leadership accountability for platform operations while also assisting with backend development

What you will do:

• Lead the design, operation, and improvement of AWS platform infrastructure to ensure robustness, security, and scalability.
• Manage and optimize CI/CD pipelines, observability, cost monitoring, and system reliability.
• Collaborate with backend engineers to develop and maintain APIs and backend services for the Atlas platform.
• Write comprehensive unit and integration tests, adhering to best practices.
• Participate in code reviews and peer programming.
• Produce technical requirements documents and system designs for platform enhancements.
• Collaborate with Frontend, Data Engineering, and Product teams to align platform and backend development with business needs.
• Break down operational initiatives into actionable projects and lead their execution.
• Mentor junior engineers and guide best practices in platform operations.
• Provide on-call support rotation for platform stability.
• Report directly to the CTO, providing updates on platform health, risks, and opportunities.

What you will bring:

• 3+ years of backend engineering experience (REST/GraphQL APIs, Python, or similar).
• 2+ years of professional experience in platform operations, cloud infrastructure, or DevOps.
• Real-world experience with SQL and cloud-based data systems.
• Proficiency in AWS services (ECS, EKS, RDS, Lambda, Secrets Manager, etc.).
• Infrastructure as Code expertise, with CloudFormation (primary) and Terraform (secondary).
• Experience with container orchestration and infrastructure automation (Git, CI/CD, Docker).
• Familiarity with observability stacks (CloudWatch, Prometheus, Grafana, or similar).
• Strong leadership in technical strategy, platform design, and reliability.
• Proven ability to work independently and collaboratively in a distributed team.
• A./B.S. in Computer Science, Software Engineering, related area, or relevant experience.

Nice to have:

• Experience with Snowflake, Databricks, Athena, or GraphQL.

What we offer:

• 100% Remote Work
• WFH allowance: Monthly payment as financial support for remote working.
• Career Growth: We have established a career development program accessible for all employees with a 360º feedback that will help us to guide you in your career progression.
• Training: For Tech training at Zartis, you have time allocated during the week at your disposal. You can request from a variety of options, such as online courses (from Pluralsight and Educative.io, for example), English classes, books, conferences, and events.
• Mentoring Program: You can become a mentor in Zartis or you can receive mentorship, or both.
• Zartis Wellbeing Hub (Kara Connect) : A platform that provides sessions with a range of specialists, including mental health professionals, nutritionists, physiotherapists, fitness coaches, and webinars with such professionals as well.
• Multicultural working environment: We organize tech events, webinars, parties, and activities to do online team-building games and contests.

Platform Operations Engineer - Pleno (AWS) with similar responsibilities and requirements as listed above, emphasizing leadership and hands-on AWS platform operations on data analytics projects.