Remote AI Platform Support Engineer - Growth in SaaS

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

Benefits offered by this job

Fully remote work

Flexible scheduling

Onboarding & training

Professional growth

Job summary

SupportYourApp is seeking a T3 Support Engineer to join our global Intelligent Support team in a fully remote role. You will investigate backend issues, analyze logs and databases, implement small fixes, and escalate complex problems to Engineering with precise documentation.

The role emphasizes strong English communication, SQL skills, and familiarity with AWS, Sentry, and Grafana. This position offers 100% remote work, with opportunities across international teams, and a focus on reducing

Qualifications

• Excellent English skills (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, 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.

Responsibilities

• Handle inbound customer issues and provide professional, timely support.
• Troubleshoot platform functionality, account setup, document uploads, and filings.
• Guide customers through platform features and workflows to resolve issues.
• Conduct platform demonstrations and walkthroughs to show key features.
• Investigate problems by analyzing data to identify root causes.
• Escalate complex issues to Engineering with clear documentation.
• Maintain and improve runbooks and knowledge bases to reduce escalations.

Skills

English proficiency

SQL

AWS

Troubleshooting

Documentation

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is seeking a T3 Support Engineer to join our global Intelligent Support team in a fully remote role. You will investigate backend issues, analyze logs and databases, implement small fixes, and escalate complex problems to Engineering with precise documentation.

The role emphasizes strong English communication, SQL skills, and familiarity with AWS, Sentry, and Grafana. This position offers 100% remote work, with opportunities across international teams, and a focus on reducing