Platform Engineering Support Specialist I

Job not on LinkedIn

🔥 12 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏗️ Platform Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Grupo Boticário

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2010

🏭 Manufacturing

🍽️ Food & Beverage

💄 Beauty

Manufacturing • Food & Beverage • Beauty

Grupo Boticário is a leading Brazilian beauty company founded in 1977 that emphasizes innovation in beauty solutions while promoting love and inclusivity. The company offers a diverse portfolio of beauty products, including skincare, makeup, and wellness items, while also championing entrepreneurship and social impact through its foundation and various initiatives. Grupo Boticário is recognized for its commitment to sustainability, accessibility, and high-quality products, making it one of the largest beauty platforms in Latin America.

📋 Description

• Investigate and diagnose complex, high-severity incidents (N3/N4) • Analyze logs and trace transactions using APM and Distributed Tracing • Query SQL and NoSQL databases to diagnose failures • Lead the lifecycle of critical incidents, orchestrating war rooms • Ensure strict SLAs are met when resolving tickets • Conduct in-depth post-mortems/RCA to prevent recurrence • Analyze business impact beyond basic infrastructure monitoring • Analyze business rules and financial application flows • Design, create, and calibrate intelligent dashboards and alerts (SLIs/SLOs) • Ensure visibility into operational bottlenecks and product behavior deviations • Monitor system and external partner performance indicators, including acquirers, sub-acquirers, and payment methods • Collaborate with development squads on continuous application improvement • Map and standardize operational support processes • Architect troubleshooting workflows in the knowledge base • Ensure new products meet minimum observability and documentation standards • Provide support for payments in physical stores, e-commerce, direct sales, and franchisee settlements in Brazil

🎯 Requirements

• Strong hands-on experience with New Relic, focusing on APM, logs, Distributed Tracing, and NRQL, as well as Grafana for dashboards and metric correlation, or equivalent tools • Advanced proficiency in complex SQL and NoSQL queries for troubleshooting, correlating incident data, and building dashboards • Ability to extract and transform transactional and business metrics into proactive alerts • Practical experience with ITIL (Incident, Problem, and Post-Mortem Management) integrated with observability concepts, including SLAs, SLIs, thresholds, and application health metrics • Hands-on experience using Generative AI and LLMs as copilots for daily problem-solving • Prior knowledge of acquiring, sub-acquiring, fintech, or large e-commerce/retail platforms, including sales processing and settlements • Excellent interpersonal communication skills, with the ability to provide context on issues and use storytelling in executive presentations • Experience orchestrating critical incidents (war rooms), leading post-mortems/RCAs, and communicating status clearly and at an executive level • Critical thinking skills to translate system behavior into financial and operational impacts and calibrate accurate, actionable alerts • Ability to build partnerships and work across development, product, business, and external vendor teams • Ability to prioritize support demands in dynamic environments while working proactively and autonomously

🏖️ Benefits

• Flexible medical and dental plans • Medication assistance and healthcare allowance for family members • Free psychotherapy sessions and 24/7 telemedicine • Ongoing prevention, mental health, and vaccination programs • Meal Voucher (or on-site restaurant) and Food Voucher (with an additional Christmas voucher) • Discounts of up to 40% on brands across our ecosystem • Gympass/TotalPass memberships for gyms and sports studios • Home-office allowance for hybrid and remote work arrangements • Birthday day off to celebrate your way • Pet health insurance, discounts through partner programs, and travel/accommodation benefits • Extended parental leave (180 days for mothers and 120 days for fathers) • Support for parents of children with special needs and childcare allowance • School-supply allowance and child nutrition credit • Dedicated legal, psychological, and social support • Private pension plan and life insurance • Bereavement support following the loss of parents and payroll-deducted loans • Transportation allowance and parking (according to the work model) • Differentiated policy for fully compensated on-call duty