Technical Support Engineer

About the Company Mission: Make the world's information accessible to everyone by combining brand-aware AI, human-in-the-loop expertise, and agentic workflows for high-accuracy enterprise translation. Vision: Deliver defense-grade, enterprise-proven AI translation with human oversight so organizations can operate globally with consistent quality, speed, and security. Culture: Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1 — high-ownership, collaborative, customer-obsessed, and improvement-driven Key Responsibilities Serve as a subject-matter expert on the platform, APIs, and standard integration patterns Reproduce customer issues and deliver high-quality bug reports with logs, traces, and steps to reproduce Analyze log files, stack traces, browser traces, and thread dumps to isolate root causes Coordinate cross-functional fixes and track incident progress through resolution with clear customer updates Author customer-facing and internal knowledge base articles and lead internal knowledge sharing Automate repetitive diagnostics with Bash/Python scripts and propose tooling improvements Provide structured product feedback to Engineering and Product to improve reliability, usability, and performance Operate effectively in a 24x5 shift environment with strong prioritization and handoff practices Requirements Tech Stack SQL PostgreSQL MySQL Linux Bash Python Datadog HTTP REST APIs JSON Logs Traces Browser DevTools Benefits Why Join? Work on a mission that actually ships impact: making global information accessible for governments and enterprises Own gnarly, high-leverage investigations with autonomy and visible customer outcomes Partner daily with engineers and leadership; your findings materially shape the roadmap Use modern tooling (Datadog, scripting) to automate your way out of toil Fully remote with shift collaboration and strong knowledge-sharing culture About the company VirtuHire At VirtuHire, we specialize in connecting businesses with South Africa's top-tier remote talent. By offering no-recruitment-fee hiring solutions and acting as the Employer of Record (EOR), we handle everything from sourcing and onboarding to payroll and admin management. Our mission is to empower companies to scale efficiently, save up to 68% on operational costs, and access a highly skilled, diverse workforce tailored to their needs. Whether you're a business looking for cost-effective, qualified talent or an applicant seeking exciting remote opportunities, VirtuHire ensures a seamless and professional experience at every step. Join us and discover the difference of working with the top 1%.