(Fluent English) T3 Support Engineer (Remote)

SupportYourApp; Municipio de Rincón de los Sauces; À distance; ARS 90 873 000 - 136 310 000; Plein temps

Avantages offerts par ce poste

Home office

Remote from EU

USD compensation

Referral rewards

No time-tracking

Résumé du poste

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team and troubleshoot complex issues across databases, APIs, and applications. You will work with backend systems, write queries, and implement safe fixes while documenting findings for engineering escalation.

The role emphasizes strong English communication, customer focus, and familiarity with cloud services like AWS. A fully remote option from the EU is available alongside a supportive, learning-driven culture.

Qualifications

• 3+ years in technical support, SRE, or engineering.
• Proven customer-facing experience in technical support.
• Excellent written and spoken English (C1).
• Strong SQL and production-relational database skills.
• Familiarity with AWS or other cloud services and monitoring tools.
• Ability to document findings clearly and escalate when needed.
• Strong analytical thinking and problem-solving skills.
• Ability to work remotely, with reliable home office setup.

Responsabilités

• 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.

Connaissances

English proficiency

Technical support

SRE experience

SQL skills

Cloud knowledge (AWS)

Customer-facing

Troubleshooting

Outils

AWS

Sentry

Grafana

GraphQL

Description du poste

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.

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.

To support the operation of purchasing and stores functions, resource allocation within the workshop and equipment tracking and certification. Ensuring they are executed in a professional, efficient, safe and cost effective manner and in compliance with Quality Assurance Management systems.

Key Activities and Accountabilities

1. Ensure that all activities: Workshop, Logistics, Stores/Purchasing and Certification are performed in a professional, efficient, safe and cost effective manner to complete satisfaction of the customer – both internal and external.

2. Liaise with operational supervisors with regard to activity levels and demands for operational equipment to ensure allocated resources can be in place.

3. Assist with the procurement of goods and services to meet operational and customer demands.

4. Liaise with purchasing department to develop sources of supply to achieve cost savings, managing stock control and common practices for the benefit of the company.

5. Maintain agreed stockholding levels within the stores, ensuring stock rotation, cycle counting and stock taking procedures are implemented and reported as required.

6. Ensure that Maintenance/Stores/Purchasing procedures are maintained and reviewed at regular intervals.

7. Encourage and develop inter-company / inter-base co-operation at all levels. Looking at resource sharing thus enabling the region and the Group to meet its contractual obligations.

8. Participate and attend regular meetings to discuss operational base issues and share updates on latest company policies, structure, future plans, technologies and safety related topics.

9. Ensure that all incidents are properly recorded and reported and that an investigation is carried out to establish and rectify root causes.

10. Take immediate and appropriate steps to investigate and rectify any risks to people or the environment arising from the work activity.

11. Ensure that employees, contractors and visitors are aware of relevant HSE procedures.

12. Establish that all equipment, plant and substances used are suitable for the task and are kept in good working condition; this includes the regular maintenance and servicing of equipment.

Job Knowledge and Qualifications

1. 3+ years experience in workshop support / stores / procurement functions.

3. Computer skills (MS office, AutoCAD desirable)