Support Engineer

About Us

Future Secure AI (FSAI) is a leading enterprise AI company that was created in deep partnership with one of the world's largest financial institutions.

Operating as an enterprise company with deep relationships at C-suite with large global enterprises, FSAI believes humans and AI Workers will collaborate seamlessly to raise organisational performance. FSAI has dozens of partnerships with leading companies in most industries and regions globally.

FSAI has a strategic focus on expanding globally as we continue our extraordinary journey to transform the world with the most cutting-edge artificial intelligence.

The Opportunity

We are looking for a Support Engineer to act as the critical bridge between Product and our Development teams in Brazil. You will play a key role in troubleshooting issues across the platform, ensuring smooth operations, and feeding structured insights back into the development cycle. This role requires strong technical skills at the platform/runtime layer, combined with clear communication and a focus on safe, reliable operations.

Key Responsibilities

Troubleshooting & Incident Response

• Investigate issues by reading/debugging logs and traces at the platform and runtime layer.
• Work closely with Product teams and Brazilian Development squads to triage and resolve problems quickly.
• Escalate complex issues with clear context and structured bug reports, including reproducible steps.

Operational Support

• Execute safe operational tasks under established guardrails, such as restarting pods, applying patches, and running approved database queries.
• Handle secrets and identity/authentication issues securely and in line with best practices.
• Monitor system health using observability and monitoring tools, identifying and addressing anomalies proactively.

Continuous Improvement

• Document recurring issues and create automations/scripts to reduce manual support work.
• Provide feedback to platform and engineering teams to help harden systems against recurring issues.
• Collaborate with Product and Engineering on improving SLAs and support workflows.

Skills & Experience

Must-Have:

• Proficiency with Kubernetes (pods, deployments, scaling, logs).
• Strong understanding of APIs, message queues (e.g., Kafka, RabbitMQ, SQS), and distributed systems.
• Experience with monitoring/observability tools (e.g., Prometheus, Grafana, Datadog, ELK).
• Ability to read and debug application logs and traces to isolate platform/runtime issues.
• Familiarity with secure handling of secrets, identity, and authentication flows.
• Comfortable executing operational tasks with caution and under controls (restarts, patches, DB queries).
• Excellent communication skills: able to turn technical issues into structured bug reports with reproducible steps.
• Scripting/automation skills (e.g., Python, Bash, Go, or similar).

Nice-to-Have:

• Exposure to cloud environments (AWS, Azure, GCP).
• Experience in a support, SRE, or DevOps engineering role.
• Knowledge of incident management frameworks (e.g., ITIL, SRE practices).
• Experience collaborating across time zones and distributed teams.

What We're Looking For

• A problem-solver who thrives on digging into logs, traces, and runtime details.
• Someone who balances technical rigor with clear communication, acting as the translator between Product and Engineering.
• Comfortable with both hands-on operational support and structured reporting back into dev cycles.

Why Join Us

• Opportunity to shape the reliability and resilience of a fast-growing platform.
• Work directly with both Product leadership and international Development squads.
• Grow your skills across DevOps, SRE, and platform engineering while owning a critical support function.
• Collaborative, dynamic environment where your impact is felt

If you're passionate about working with state-of-the-art technology, alongside experienced world-class leadership, and joining truly some of the best talent in the industry, we'd love to hear from you