AI-Driven Support Engineer (Remote, Multilingual)

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 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