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.