Senior Backend Engineer – Customer Support Platform (Remote LATAM)

About the role

As a Senior Backend Engineer you will own the services that keep Strata's customers unblocked, handling support, exception‑handling, and remediation for every customer‑facing interaction. The role focuses on building resilient, observable backend systems that process business documents and provide real‑time status and audit information.

Key responsibilities

• Develop and maintain APIs for the Expert‑in‑the‑Loop (HITL) queue, enabling low‑confidence document review and workflow resumption.
• Build reprocessing and replay tooling that safely re‑runs documents through the extraction pipeline with idempotency and audit guarantees.
• Design exception triage services, including classification, assignment, SLA tracking, and auto‑resolution hooks.
• Implement customer‑facing status and audit APIs backed by OpenSearch state machines.
• Create ticketing/CRM integrations and per‑tenant configuration services exposed through governed APIs.
• Deliver bridge services between Strata and downstream systems (OrderBahn, ERP) with retry and reconciliation logic.
• Collaborate with SRE, Context Engineering, Customer Success, and product teams to meet reliability targets (≥99.9% availability, ≤0.5 P1 incidents/week, MTTR ≤30 min, ≥99.5% data accuracy).

Required profile

• 5+ years of backend engineering experience, preferably in high‑throughput, data‑intensive environments.
• Proven track record of building highly available, observable services meeting strict SLA and reliability metrics.
• Experience working with distributed queues, event‑driven architectures, and multi‑tenant systems.
• Strong collaboration skills with cross‑functional teams (SRE, product, support).

Required skills

• NestJS
• TypeScript
• FastAPI
• Python
• PostgreSQL
• AWS
• SQS
• OpenSearch
• MCP server integration