Remote SaaS Field Support Engineer

Political Asylum Lawyers; Rosario; Remote; ARS 90,873,000 - 136,310,000; Full time

Job summary

SupportYourApp is seeking a skilled T3 Support Engineer for a 100% remote role from anywhere. You will handle escalated issues across backend, databases, and APIs, troubleshoot, and guide customers through complex platform workflows while maintaining clear documentation and rapid resolutions.

The ideal candidate has 2+ years in technical support or SRE, strong SQL, and experience with AWS, Sentry, and Grafana. A proactive, customer-centric mindset and excellent communication are essential.

Qualifications

• Excellent English skills (C1) in spoken and written form.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting abilities.
• Customer-facing experience in a technical support role.
• Strong SQL skills with production-scale relational databases.

Responsibilities

• Handle inbound calls with professional, timely, and solution-oriented support.
• Troubleshoot platform functionality, accounts, document uploads, permit filings, and general usage.
• Guide customers through features and workflows, step by step for independent resolutions.
• Conduct platform demonstrations and walkthroughs to explain key features.
• Investigate issues by analyzing information to identify root causes.
• Escalate complex cases with clear documentation and findings.
• Document customer interactions and resolutions in the CRM.

Skills

English (C1)

Technical support

SRE

Engineering

Customer-facing

SQL skills

AWS

Sentry

Grafana

Written communication

Analytical thinking

Escalation handling

Tools

AWS

Sentry

Grafana

Job description

SupportYourApp is seeking a skilled T3 Support Engineer for a 100% remote role from anywhere. You will handle escalated issues across backend, databases, and APIs, troubleshoot, and guide customers through complex platform workflows while maintaining clear documentation and rapid resolutions.

The ideal candidate has 2+ years in technical support or SRE, strong SQL, and experience with AWS, Sentry, and Grafana. A proactive, customer-centric mindset and excellent communication are essential.