Remote AI Platform Support Engineer (Global)

Grow Up Hr; La Pampa; Remote; ARS 90,873,000 - 136,310,000; Full time

Benefits offered by this job

Home office

Fully remote from EU

International environment

Compensation in USD

Job summary

SupportYourApp in a global Intelligent Support-as-a-Service leader invites you to join as a T3 Support Engineer. You’ll troubleshoot escalated issues across web apps, databases, and cloud services, while collaborating with cross-functional teams to deliver reliable customer experiences.

You’ll need excellent English (C1), strong SQL, and experience in Technical Support, SRE, or Engineering. This role offers a fully remote setup, international teams, and USD compensation.

Qualifications

• Excellent English skills (C1) for spoken and written communication.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting skills.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production-scale relational databases.
• Familiarity with AWS and logs, services, and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Ability to document findings clearly and explain technical concepts simply.

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 / SRE / Engineering

SQL skills

AWS

Sentry

Grafana

Tools

AWS

Sentry

Grafana

Job description

SupportYourApp in a global Intelligent Support-as-a-Service leader invites you to join as a T3 Support Engineer. You’ll troubleshoot escalated issues across web apps, databases, and cloud services, while collaborating with cross-functional teams to deliver reliable customer experiences.

You’ll need excellent English (C1), strong SQL, and experience in Technical Support, SRE, or Engineering. This role offers a fully remote setup, international teams, and USD compensation.