SupportYourApp

SupportYourApp

SupportYourApp is a multinational company offering high-quality customer support services for tech companies worldwide, with 24/7 support in 55 languages, PCI/DSS and ISO certifications, and a focus on customer satisfaction and long-term client relatio...

Internet Software & Services
251-1K
Founded 2010

Description

  • Investigate and troubleshoot escalated issues involving backends, databases, and cross-system integrations.
  • Reproduce bugs across web admin consoles, mobile applications, and backend APIs.
  • Analyze logs, error traces, and metrics to identify root causes.
  • Query production databases in read-only mode to validate data-related issues.
  • Implement low-risk fixes such as configuration changes, data corrections, and targeted code patches.
  • Escalate complex issues to Engineering with clear technical documentation and findings.
  • Track incidents and outages through resolution using monitoring and error-tracking tools.
  • Maintain and expand internal runbooks and knowledge bases.
  • Maintain in-depth knowledge of client solutions and meet performance KPIs.

Requirements

  • C1-level English proficiency in spoken and written communication.
  • Experience in Technical Support, SRE, or Engineering, including troubleshooting and code reading.
  • Strong SQL skills and experience with production-scale relational databases.
  • Working knowledge of PHP and/or JavaScript/TypeScript.
  • Familiarity with AWS or another cloud provider, including logs, services, and secrets.
  • Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
  • Strong technical writing, analytical thinking, and research skills.
  • Ability to identify when escalation to Engineering is required.
  • Personal computer with at least 8 GB RAM and stable internet of at least 45 Mbps download and 20 Mbps upload.
  • Mobile app support experience, GraphQL and REST API debugging, analytical databases, or monolith-plus-services architecture experience preferred.

Benefits

  • Fully remote work from the EU.
  • Fixed Monday–Friday schedule: 10:30 PM–7:00 AM GMT+10.
  • Compensation in USD.
  • Inclusive international work environment.
  • Referral rewards.
  • Internal health policy and balance between workload and personal time.
  • Professional development opportunities and supportive leadership.
  • Trust-based culture with no time-tracking requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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