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(Fluent English) T3 Support Engineer (remote)

12 hours, 54 minutes ago
Europe, Peru
Contract
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS ClickHouse GCP Grafana GraphQL JavaScript Microservices PHP React Native REST API Secrets Management SQL TypeScript
Apply Now
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
View All Jobs 15

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, including configuration changes, data corrections, and targeted code patches.
  • Escalate complex issues to Engineering with clear documentation and technical findings.
  • Track incidents and outages through resolution using monitoring and error-tracking tools.
  • Maintain and expand internal runbooks and knowledge bases.
  • Develop a deep understanding of client solutions and meet established KPIs.

Requirements

  • C1-level English proficiency in both spoken and written communication.
  • Experience in Technical Support, SRE, or Engineering, including troubleshooting and code reading.
  • Proven customer-facing experience in technical or customer support.
  • 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 analytical, research, written communication, and technical documentation skills.
  • Ability to explain technical concepts clearly, identify when to escalate, and maintain a proactive, customer-focused approach.
  • Personal computer with at least 8 GB RAM and stable internet access of at least 45 Mbps download and 20 Mbps upload.
  • Experience supporting mobile apps, debugging GraphQL or REST APIs, using analytical databases, or working with monolith-plus-services architectures is preferred.

Benefits

  • Fully remote work from the EU.
  • Fixed Monday–Friday schedule, 10:30 PM–7:00 AM GMT+11.
  • Compensation in USD.
  • Inclusive international work environment.
  • Referral rewards.
  • Health policy and balance between workload and personal time.
  • Development support and responsive leadership.
  • Trust-based culture without time-tracking requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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