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Rhino + Jetty is a market-leading rental housing platform making housing more affordable and accessible for millions of renters. The company pioneered security deposit insurance and offers a growing suite of products including deposit management, lease guarantees, and loss-of-employment protection. They support 3 million rental units nationwide and work with 47 of the NMHC Top 100 property owners.
This is a hands-on engineering support role based in Brazil, working during US Eastern business hours. You will own the intake, triage, and resolution of inbound engineering support requests across the platform. Key responsibilities include investigating issues by reading application logs, querying Postgres directly, and tracing requests through Rails and Python services. You'll resolve issues with quality, readable, testable code where the fix is in scope, and escalate with clear, evidence-backed writeups otherwise.
You'll work alongside AI triage tooling that does first-pass research on incoming tickets, reviewing and verifying what it surfaces. You'll turn recurring problems into documentation, runbooks, and tooling to prevent duplicate questions. You'll identify patterns across support requests and raise underlying issues to product teams before they become incidents. Clear communication with internal stakeholders about status, impact, and timelines is essential, as is fostering a culture of security best practices.
The technical stack includes Ruby (Rails), Python (Flask), Javascript (Hotwire, React.js, Next.js), Postgres, AWS infrastructure managed via Terraform, and monitoring tools like Datadog, Posthog, Rollbar, and Sentry. Claude AI tools are used to accelerate engineering work.
Ideal candidates have 2-4 years of experience building or supporting production software systems, strong debugging instincts, working knowledge of SQL, professional coding experience in Ruby on Rails, Python, or Javascript, and comfort reading unfamiliar code. Experience with git/GitHub, modern AI tools, and clear written communication are expected.
