About the job
Backend Support Engineer
Location: Remote
About Aktos
Aktos is an innovative seed-stage vertical SaaS company dedicated to revolutionizing the debt-collection industry. We empower collection agencies to modernize their operations, enhance payment processes, and ensure compliance through a thoughtfully engineered product.
Role Overview
We are seeking a proactive Backend Support Engineer who specializes in backend production support and incident response. This role focuses on addressing production challenges rather than feature development. You will take ownership of triaging, resolving issues, and implementing data/scripted remediations for production incidents. You will be instrumental in debugging our Python/Django backend and PostgreSQL database, collaborating closely with customers and internal teams to efficiently resolve escalations.
Key Responsibilities
- Triage and resolve production incidents and customer escalations via tickets, email, and phone.
- Debug backend issues in Python/Django and safely inspect/modify database states using PostgreSQL.
- Write, test, and execute both one-off and reusable Python scripts and SQL queries for remediation, migrations, or repairs.
- Analyze logs, traces, and metrics to conduct root-cause analysis and implement effective mitigations.
- Work with Engineering to define fixes, produce reproducible bug reports, and verify software releases.
- Deploy hotfixes or execute deployment tasks as needed, adhering to established protocols.
- Maintain documentation such as runbooks, postmortems, and knowledge base articles to minimize issue recurrence and reduce mean time to recovery (MTTR).
- Assist with data migrations and onboarding tasks requiring backend solutions.
- Communicate effectively with customers and internal stakeholders during incidents to keep them informed of the status.
Essential Qualifications
- 4–6 years of production experience with Python and Django (or equivalent Python web frameworks).
- Product-oriented mindset; this role involves direct customer support, not just coding.
- Strong SQL proficiency and hands-on experience with PostgreSQL.
- Comfortable troubleshooting server-side code, analyzing logs, and tracing requests across services.
- Familiarity with Git workflows and foundational CI/CD principles.
- Exceptional written and verbal communication skills, capable of explaining technical issues clearly to customers.
- Meticulous attention to safety and compliance during data modifications in a production environment.
