Senior Product Support Engineer (.NET/C#)

About the Position

We are looking for a Senior Product Support Engineer (.NET/C#) to join a fast-paced and collaborative environment supporting a legacy enterprise security product. In this role, you will ensure product stability, customer continuity, and operational responsiveness by providing engineering support for the product's Long-Term Support (LTS) track.

You will be responsible for troubleshooting complex customer environments, investigating technical issues, implementing bug fixes, supporting maintenance releases, and helping remove blockers related to on-premises installations and upgrades. This is a great opportunity for professionals who enjoy solving challenging technical problems, working with enterprise-grade software, and collaborating with engineering, support, and SRE teams.

Locations

• Brazil
• Colombia
• Argentina
• Peru
• Uruguay
• Costa Rica
• Mexico

Responsibilities

• Provide engineering support for the legacy product's Long-Term Support (LTS) track
• Investigate, troubleshoot, and resolve complex product issues reported by customers
• Perform bug fixes and contribute to maintenance releases
• Support security updates, compatibility improvements, and product stability initiatives
• Troubleshoot installation, upgrade, and deployment blockers in customer environments
• Maintain and optimize backend services built with .NET/C#
• Work with SQL Server databases to analyze and resolve data-related issues
• Support integrations involving authentication, networking, and enterprise infrastructure
• Collaborate with internal Support, Engineering, and SRE teams through defined escalation processes
• Maintain technical documentation and follow internal security and quality standards
• Provide regular updates on open issues, risks, investigations, and progress

Requirements

• 5+ years of professional experience in software engineering, product support, or application maintenance
• Strong commercial experience with.NET/C# development and backend/API development
• Solid experience working with SQL Server databases
• Hands-on experience supporting enterprise-grade, security-sensitive software
• Experience troubleshooting complex customer environments, including:
  • Custom networking configurations
  • Authentication and SSO integrations
  • Multi-tier application architectures
• Experience with Windows Server environments and IIS
• Knowledge of application deployment processes, including installers and release management
• Understanding of networking concepts such as:
  • Proxies
  • TLS/SSL
  • DNS
• Experience with software maintenance activities, including:
  • Bug investigation and resolution
  • Security and compatibility updates
  • Release support
  • Production issue troubleshooting
• Strong understanding of secure development practices and software patching processes

Nice to Have

• Experience working with cybersecurity products or Application Security (AppSec) platforms
• Experience supporting on-premises enterprise applications
• Familiarity with long-term support (LTS) software lifecycle models
• Experience collaborating with Support, SRE, and Engineering teams
• Experience working under defined SLAs and operational support processes
• Knowledge of secure release practices and vulnerability remediation

Other Skills

• English – Excellent written and verbal communication skills
• Ability to work effectively in a global, multicultural, and distributed environment
• Strong analytical and troubleshooting skills
• Ability to communicate technical issues clearly with both technical and non-technical stakeholders
• Proven ability to work independently while collaborating with international engineering teams
• Strong ownership mindset and attention to quality

We Offer

• Competitive salary
• 100% remote opportunity
• Paid time off (PTO), sick leave, and national holidays. Benefits will be communicated during the application process depending on your location
• Travel expenses are covered when applicable
• Referral program
• Paid certification program
• Personal development plan (PDP)
• Access to the language platform

Job ID

JR-192853