Remote Genesys L1 Tech Support Engineer

Smartrecruiters, Inc.; Rosario; Remote; ARS 893,000 - 1,339,000; Full time

Benefits offered by this job

Fully remote

Flexible scheduling

Onboarding and training

Professional growth

Job summary

SupportYourApp, a global Intelligent Support-as-a-Service leader, is seeking a T3 Support Engineer for 100% remote work from anywhere. You will troubleshoot complex issues, analyze logs and databases, and coordinate with Engineering to provide customer-focused solutions.

The role emphasizes proactive problem solving, documentation, and knowledge sharing across a multilingual, multinational team. You will operate in a fast-paced SaaS environment, maintaining runbooks, supporting platform

Qualifications

• Excellent English skills (C1 for speaking and writing).
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills with production-scale relational databases.
• Familiarity with AWS or another cloud provider, including logs and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or monitoring tools.
• Strong written communication and ability to document findings clearly.
• Analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.
• Proactive attitude and ownership.
• Reliable hardware and home internet connection.

Responsibilities

• Handle inbound customer calls with professional, timely, and solution-oriented support.
• Troubleshoot platform functionality, account setup, and document/permit-related issues.
• Guide customers through platform features, workflows, and processes.
• Conduct platform demonstrations to introduce key features and usage.
• Investigate issues by analyzing information and identifying root causes.
• Take ownership from initial contact through resolution and escalate when needed.
• Maintain accurate documentation of interactions and resolutions in the CRM.

Skills

English (C1)

SQL

Technical Support / SRE / Engineering

Customer-facing experience

AWS

Sentry / Grafana

Documentation

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp, a global Intelligent Support-as-a-Service leader, is seeking a T3 Support Engineer for 100% remote work from anywhere. You will troubleshoot complex issues, analyze logs and databases, and coordinate with Engineering to provide customer-focused solutions.

The role emphasizes proactive problem solving, documentation, and knowledge sharing across a multilingual, multinational team. You will operate in a fast-paced SaaS environment, maintaining runbooks, supporting platform