Product Support Engineer, Expert Hub

ABOUT THE ROLE

Expert Hub is the squad responsible for developing and automating the tools that scale VTEX's Product Support team. Here, the focus is not just on solving problems - it's on building the systems that make support evolve intelligently and continuously.

As a Product Support Engineer at Expert Hub, you will build the AI agents, infrastructure, and systems that expand the capacity of the Product Support team, with a focus on reducing manual effort and increasing problem resolution speed at scale. The goal is to develop end-to-end solutions: tool frontends, service backends, MCP servers, AI agent integrations, CI/CD pipelines, and the infrastructure that sustains everything on AWS.

You will be at the forefront of applying artificial intelligence to real operations, building solutions that directly impact VTEX customers' experience and the efficiency of the entire support team. By staying close to real operational problems, you will also have the opportunity to translate recurring patterns into structured insights for Product and Engineering teams, directly influencing platform evolution.

ABOUT THE TEAM

Product Support is VTEX's internal N2 layer, positioned between the Customer Experience team and Engineering. We are the go-to specialists for complex platform issues - we deeply understand our customers' architectures, remove operational blockers, and transform recurring problems into inputs for continuous product improvement.

Expert Hub is the strategic squad within Product Support with a clear mission: to develop the intelligence and tooling that powers the entire operation. We build AI agents, automations, and systems that allow the support team to operate at a higher level - with more context, more speed, and less rework. If you enjoy building things that make other people work better, this is your place.

WHO YOU ARE

• You build and operate infrastructure on AWS: infrastructure as code, provisioning, deployment, and operation of production services.
• You develop in TypeScript or a related language on a daily basis, with a solid software engineering foundation to solve real problems - automations, integrations, and services.
• You have experience applying Artificial Intelligence in real contexts: you work with LLMs, build AI agents, and are familiar with patterns such as RAG.
• You have experience or strong interest in MCP (Model Context Protocol) servers to connect agents to tools, data, and services.
• You are familiar with the API ecosystem - you know how to consume, debug, and integrate services using tools like Postman, Insomnia, or similar.
• You hold a degree in Exact or Applied Sciences (Engineering, Computer Science, or related fields).
• You are fluent in Portuguese and proficient in English.
• You think analytically and systemically - you don't stop at the surface of a problem, you look for root causes and design solutions that scale.
• You communicate clearly and can translate technical complexity into accessible language for different audiences.