Ai-Driven Support Engineer - Fintech Saas

Tangible-Marketscom; Santa Fe Capital; Remote; ARS 90,873,000 - 136,310,000; Full time

Benefits offered by this job

Home office support

Remote work from EU

Compensation in USD

No time-tracking

Rewards for referring friends

Greenhouse conditions for self‑develop

Career development

Job summary

SupportYourApp is hiring a T3 Support Engineer to join a global, Intelligent Support-as-a-Service team. The role focuses on troubleshooting across backend systems, databases, and cross-system integrations, with an emphasis on clear communication and customer satisfaction.

The candidate will analyze logs, reproduce issues, and implement small fixes while escalating complex problems to Engineering. Remote work from EU is supported, with USD compensation and a strong emphasis on outcomes and

Qualifications

• Excellent English, both written and spoken (C1)
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting and code-reading skills
• Proven customer-facing experience in a technical support or customer support role
• Strong SQL skills and experience with production-scale relational databases
• Familiarity with AWS or another cloud provider, logs, services, and secrets
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools
• Ability to document technical findings clearly and communicate with customers
• Analytical thinking and research skills; proactive escalation when needed
• Stable home office with reliable internet (>= 45 Mbps down, 20 Mbps up)

Responsibilities

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations
• Reproduce bugs across web admin consoles, mobile apps, and backend APIs
• Analyze logs, error traces, and metrics to identify root causes
• Query production databases (read-only) to validate data-related issues
• Implement small, low-risk fixes, including configuration changes and data corrections
• Escalate complex issues to Engineering with clear documentation and findings
• Track incidents and outages through resolution using monitoring and error-tracking tools
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations
• Maintain deep understanding of client solutions and meet KPIs

Skills

English C1

Troubleshooting

Code-reading

Analytical thinking

Communication

Customer-facing

Tools

AWS

Sentry

Grafana

GraphQL

REST API

React Native

ClickHouse

BigQuery

Job description

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a T3 Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations;
• Reproduce bugs across web admin consoles, mobile apps, and backend APIsl
• Analyze logs, error traces, and metrics to identify root causes;
• Query production databases (read-only) to validate data-related issues;
• Implement small, low-risk fixes, including configuration changes, data corrections, and targeted code patches;
• Escalate complex issues to Engineering with clear documentation and findings;
• Track incidents and outages through resolution, using monitoring and error-tracking tools to verify fixes;
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations;
• Maintain deep understanding of client solutions and meetKPI.

What you need to succeed in this role:

• Excellent English skills (at least C1 for both spoken and written);
• Experience in Technical Support, SRE, or Engineering , with strong troubleshooting and code-reading skills;
• Proven customer-facing experience in a technical support or customer support role;
• Strong SQL skills and experience with production-scale relational databases;
• Strong customer-focused approach and excellent communication skills;
• Ability to explain technical concepts in a clear, simple, and customer-friendly manner;
• 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 written communication skills and ability to document technical findings clearly;
• Strong analytical thinking and research skills;
• Ability to identify when an escalation to the Engineering team is required;
• Positive, proactive and responsible attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload).

Will be a great plus:

• Experience supporting a mobile app (React Native or similar);
• Exposure to GraphQL and REST API debugging;
• Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.);
• Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries;
• Opportunity to cooperate fully remotely from EU;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also –internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.