Support Engineer

Rhino + Jetty is making housing more affordable and accessible for millions of renters each year. We're the market-leading rental housing platform building simpler, more accessible ways for people to move into homes — and for property managers to lease with confidence.
Our technology removes friction from the move-in process, lowers upfront costs for renters, and helps property managers make faster, more accurate decisions. We support a network of 3 million rental units nationwide and work with 47 of the NMHC Top 100 property owners, including Greystar, Brookfield, Asset Living, UDR, and more.
We pioneered security deposit insurance and continue to push the industry forward with a growing suite of products — from deposit management to lease guarantees and loss-of-employment protection. We're growing quickly, tackling real problems at scale, and building technology that's changing how renting works.
This role owns engineering support for our platform. This is a a hands-on engineering position. You’ll be tackling challenging engineering problems related to active production workloads. The role is based in Brazil, where we already have engineers on the team, and works on US Eastern business hours. You will report into our existing engineering organization, and because support touches every part of the platform, this role builds the breadth of knowledge that leads to opportunities on our product engineering teams.
In this role, you will:

Own the intake, triage, and resolution of inbound engineering support requests across our platform

Investigate issues by reading application logs, querying Postgres directly, and tracing requests through our Rails and Python services

Resolve issues with quality, readable, testable code where the fix is in scope, and escalate with a clear, evidence-backed writeup where it isn't

Work alongside our AI triage tooling, which does first-pass research on incoming tickets, and review, verify, and act on what it surfaces

Turn recurring problems into documentation, runbooks, and tooling so the same question doesn't get asked twice

Identify patterns across support requests and raise the underlying issues to product teams before they become incidents

Communicate clearly with internal stakeholders about status, impact, and timelines

Foster a culture of security and will adopt security best practices throughout Rhino+Jetty's codebase

Our current technical stack most prominently features:

Ruby (Rails), Python (Flask), Javascript (Hotwire, React.js, Next.js)

Postgres

AWS infrastructure managed via Terraform

Datadog, Posthog, Rollbar, Sentry

Claude AI tools (Chat, Cowork, Code)

IDE(s) of choice

The candidates we're looking for generally have most of the following:

2-4 years of experience building or supporting production software systems

Professional fluency in written and spoken English, and the ability to work with significant overlap with US Eastern business hours

Strong debugging instincts, and comfort working backward from an unclear report to a root cause

Working knowledge of SQL and the ability to query a production database to answer a question

Professional coding experience in at least one of Ruby on Rails, Python, or Javascript, with the willingness to learn across the stack

Comfort reading code you did not write, in areas of a system you have not seen before

Experience with modern source control tools (git + GitHub)

Experience working with AI tools to accelerate your engineering work (e.g. Claude Code)

Clear written communication, including the ability to explain technical issues to non-technical stakeholders

Willingness to become domain subject matter experts in a highly regulated industry

Enthusiasm, curiosity, and the flexibility to thrive in a start-up atmosphere of constant change and growth

These aren't required but are a big plus:

Prior experience in a support engineering, production support, or on-call heavy role

Prior professional experience in Ruby / Ruby on Rails

Familiarity with observability and error monitoring tooling (e.g. Datadog, Sentry, Rollbar)

Familiarity with AWS cloud technologies (e.g. ECS, S3, RDS, etc)

Experience working in Fintech, Insurance, Banking or other similar financial services

Early/mid-stage startup experience

Compensation & Benefits:
This is a full-time contract position based in Brazil, paid in USD.
Compensation Range: $55,000 - $70,000 USD annually
Rhino + Jetty has partnered with a number of compensation benchmarking tools to determine competitive and fair market pay bands for our size and stage. Our goal is to ensure each teammate is paid equitably and competitively while also maintaining a consistent and standardized methodology.
Individual pay decisions are based on a number of factors including qualifications for the role, experience level and balancing internal equity relative to other teammates.
In connection with this position, we also offer:

Flexible Time Off Policy

Remote-first work culture with opportunities to collaborate as a team in person

Salary: $55,000 - $70,000 USD AnnuallyOriginally posted on Himalayas