Support Engineer

<h1><strong>Support Engineer (Backend / Production Support)</strong></h1> <p><strong>Location:</strong> Remote</p> <h2><strong>About Aktos</strong></h2> <p>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.</p> <h2><strong>The role (TL;DR)</strong></h2> <p>We’re hiring a hands-on <strong>Support Engineer</strong> 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.</p> <h2><strong>What you’ll do</strong></h2> <ul> <li>Triage and resolve production incidents and customer escalations (tickets, email, phone).</li> <li>Debug backend issues in Python/Django and inspect/modify DB state safely (Postgres).</li> <li>Write, test, and run one-off and reusable Python scripts and SQL for remediation, migrations, or repairs.</li> <li>Investigate logs, traces, and metrics to perform root-cause analysis and implement short/medium-term mitigations.</li> <li>Coordinate with Engineering to scope fixes, deliver reproducible bug reports, and verify releases.</li> <li>Deploy hot-fixes or run deployment tasks when required (following established processes).</li> <li>Maintain runbooks, postmortems, and KB articles to reduce recurrence and MTTR.</li> <li>Support data migrations and onboarding tasks that require backend fixes.</li> <li>Communicate status clearly to customers and internal stakeholders during incidents.<br><br></li> </ul> <h2><strong>Must-have qualifications</strong></h2> <ul> <li><strong>4–6 years</strong> production experience working with <strong>Python</strong> and <strong>Django</strong> (or equivalent Python web frameworks).</li> <li>Product-oriented — this isn’t just a coding role; you must be comfortable in a direct customer support function.</li> <li>Strong SQL skills and production experience with <strong>PostgreSQL</strong>.</li> <li>Comfortable debugging server-side code, reading logs, and tracing requests across services.</li> <li>Familiarity with Git workflows and basic CI/CD concepts.</li> <li>Excellent written and verbal communication — customer-facing and able to explain technical issues clearly.</li> <li>Strong attention to safety and compliance when changing production data.</li> </ul> <h2><strong>Nice-to-have</strong></h2> <ul> <li>Experience with SaaS/vertical software (FinTech/payments a plus).</li> <li>Familiarity with cloud platforms (AWS) and observability tools (Sentry, Datadog, ELK).</li> <li>Prior support or SRE experience (on-call rotations, incident response).</li> <li>Experience with data migration tools and techniques.</li> <li>Basic frontend familiarity (React) to collaborate with product and QA.<br><br></li> </ul> <h2><strong>Soft skills</strong></h2> <ul> <li>Calm under pressure and methodical in triage.</li> <li>Customer-oriented and pragmatic — focused on safe, fast outcomes.</li> <li>Curious with a desire to prevent repeat incidents through automation and documentation.</li> <li>Relentless problem solver who “gets to the bottom” of issues.</li&g