Remote On-Prem Exchange Support Engineer

Cira Apps Limited

Santa Fe Capital

Remote

ARS 90,873,000 - 136,310,000

Full time

4 days ago

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Job summary

SupportYourApp is seeking a T3 Support Engineer to join our globally distributed, multilingual team. Work remotely from the EU or other regions, troubleshooting escalated issues across backend, databases, and APIs, while documenting findings for engineering.

Strong SQL, AWS, Sentry, Grafana experience and excellent English are essential. You will maintain runbooks, support customers with clear explanations, and collaborate with cross-functional teams to ensure reliable service and customer

Qualifications

3+ years in technical support or engineering roles.
Proficient in SQL with production-scale databases.
Experience with cloud services (AWS) and monitoring tools.

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 and data corrections.
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.