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.