Support Engineer

Support Engineer (Backend / Production Support)

Location: Remote

About Aktos

Aktos is a seed-stage vertical SaaS company building the modern operating system for the debt-collection industry. We help collection agencies modernize operations, payments, and compliance with a focused, engineering-driven product.

The role (TL;DR)

We’re hiring a hands-on Support Engineer focused on backend production support and incident response — not a feature engineer. You’ll own triage, fixes, and data/scripted remediations for production issues, debug the Python/Django backend and Postgres, and work directly with customers and internal teams to resolve escalations quickly and safely.

What you’ll do

• Triage and resolve production incidents and customer escalations (tickets, email, phone).
• Debug backend issues in Python/Django and inspect/modify DB state safely (Postgres).
• Write, test, and run one-off and reusable Python scripts and SQL for remediation, migrations, or repairs.
• Investigate logs, traces, and metrics to perform root-cause analysis and implement short/medium-term mitigations.
• Coordinate with Engineering to scope fixes, deliver reproducible bug reports, and verify releases.
• Deploy hot-fixes or run deployment tasks when required (following established processes).
• Maintain runbooks, postmortems, and KB articles to reduce recurrence and MTTR.
• Support data migrations and onboarding tasks that require backend fixes.
• Communicate status clearly to customers and internal stakeholders during incidents.

Must-have qualifications

• 4–6 years production experience working with Python and Django (or equivalent Python web frameworks).
• Product-oriented — this isn’t just a coding role; you must be comfortable in a direct customer support function.
• Strong SQL skills and production experience with PostgreSQL.
• Comfortable debugging server-side code, reading logs, and tracing requests across services.
• Familiarity with Git workflows and basic CI/CD concepts.
• Excellent written and verbal communication — customer-facing and able to explain technical issues clearly.
• Strong attention to safety and compliance when changing production data.

Nice-to-have

• Experience with SaaS/vertical software (FinTech/payments a plus).
• Familiarity with cloud platforms (AWS) and observability tools (Sentry, Datadog, ELK).
• Prior support or SRE experience (on-call rotations, incident response).
• Experience with data migration tools and techniques.
• Basic frontend familiarity (React) to collaborate with product and QA.

Soft skills

• Calm under pressure and methodical in triage.
• Customer-oriented and pragmatic — focused on safe, fast outcomes.
• Curious with a desire to prevent repeat incidents through automation and documentation.
• Relentless problem solver who “gets to the bottom” of issues.

Compensation

• $60,000–$80,000 USD base
• Startup equity grants
• Health insurance

Why Aktos

• Small, product-led engineering team where your impact is immediate.
• Direct customer exposure — see the real impact of your fixes.
• Competitive comp and equity for early team members.
• Fully remote.