Global T3 Support Engineer — Remote & Multilingual

Mercor; Rosario; Teletrabalho; ARS 36 349 000 - 63 611 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Home office

International team

USD compensation

Resumo da oferta

SupportYourApp is seeking a T3 Support Engineer to join a global team delivering intelligent, multilingual support with home-office flexibility. You will troubleshoot backend, databases, and cross-system issues, read logs, and implement safe fixes while escalating complex problems to Engineering.

Strong English, SQL, and cloud experience are required. You will collaborate across web and mobile platforms, maintain runbooks, and ensure customer satisfaction across international clients.

Qualificações

• Excellent English skills (C1) in speaking and writing.
• Experience in Technical Support, SRE, or Engineering with strong debugging 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, including logs, services, and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and ability to document technical findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.

Responsabilidades

• Investigate and troubleshoot issues escalated from Tier 1 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 KPIs.

Conhecimentos

Technical Support

SRE

Engineering

SQL

English (C1)

Customer-facing

Cloud (AWS)

Sentry

Grafana

Ferramentas

AWS

Sentry

Grafana

Descrição da oferta de emprego

SupportYourApp is seeking a T3 Support Engineer to join a global team delivering intelligent, multilingual support with home-office flexibility. You will troubleshoot backend, databases, and cross-system issues, read logs, and implement safe fixes while escalating complex problems to Engineering.

Strong English, SQL, and cloud experience are required. You will collaborate across web and mobile platforms, maintain runbooks, and ensure customer satisfaction across international clients.