Field It Support Engineer Ii

NCR Atleos; San Juan; Remote; ARS 45,437,000 - 90,873,000; Full time

Benefits offered by this job

Fully remote role

Flexible scheduling

Onboarding and training

Growth opportunities

Supportive team culture

Job summary

SupportYourApp is seeking a T3 Support Engineer to join a global, 100% remote team handling escalations, platform troubleshooting, and data-driven fixes for customers across SaaS platforms.

You will work on backend issues, databases, and cross-system integrations, using SQL, AWS, Sentry, and Grafana. The role emphasizes clear documentation, proactive problem solving, and meeting KPI in a multilingual environment.

Qualifications

• Excellent English skills (C1) for speaking and writing.
• Experience in Technical Support, SRE, or Engineering.
• Proven customer-facing experience in tech support.
• Strong SQL skills with production-scale relational databases.
• Experience with AWS or other cloud providers.
• Familiarity with Sentry and Grafana.

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, 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 meet KPI.

Skills

English C1

Technical Support

Customer-facing

SQL

AWS

Sentry

Grafana

Written communication

Analytical thinking

Escalation awareness

Proactive

Home office setup

Tools

Sentry

Grafana

AWS

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.

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

Technical Support Representative | SaaS Industry | 100% remote

We're Looking For

We're seeking a Technical Support Representative who is friendly, reliable, detail-oriented, and comfortable working with technology. The ideal candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.

This is a primarily phone-based role where you'll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting. You'll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.

We're looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.

Key Responsibilities

Technical Support (Primary Focus)

• Handle inbound customer calls and provide professional, timely, and solution-oriented support.
• Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
• Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
• Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
• Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
• Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
• Follow up with customers to confirm that solutions are working and ensure a positive support experience.

Platform Knowledge & Technical Troubleshooting

• Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.
• Quickly learn new software tools, CRM systems, and browser-based applications.
• Help customers understand not only what steps to follow but also why certain processes are required.
• Identify patterns in recurring technical issues and communicate findings to the appropriate teams.
• Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.

Analytical Thinking & Continuous Improvement

• Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
• Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
• Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
• Share feedback and actionable insights with product and operations teams to support platform improvements.
• Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.

Requirements

• At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment.
• Full professional fluency in English, both spoken and written.
• Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
• Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
• Excellent attention to detail and the ability to handle information accurately.
• A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
• Proficiency in Microsoft Excel and confidence working with spreadsheets.
• Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
• A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.

Preferred Qualifications

• Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
• Experience in SaaS technical support, software troubleshooting, or application support.
• Experience delivering live platform demonstrations, onboarding sessions, or customer training.
• Familiarity with ticketing systems, knowledge bases, and customer support tools.
• Experience identifying recurring technical issues or contributing to process and operational improvements.
• Ability to work with multiple browser-based applications while managing customer interactions.

Equipment & Technical Requirements

• Reliable high-speed internet connection suitable for full-time remote work and video calls.
• A reliable laptop capable of running multiple browser-based applications simultaneously (desktop computers are not accepted).
• A working webcam for meetings, training, and platform demonstrations.
• A quiet, professional, and distraction-free home workspace.

What We Offer

• Competitive full-time compensation based on experience.
• Fully remote role with flexible scheduling options.
• Structured onboarding and ongoing product and technical training.
• A supportive team culture where ideas, initiative, and problem-solving are encouraged.
• Opportunities to develop technical support and SaaS platform expertise.
• Clear opportunities for professional growth within the company.