Remote SaaS IT Support Engineer II

NCR Atleos; San Juan; Remote; ARS 45,437,000 - 90,873,000; Full time

Benefits offered by this job

Fully remote role

Flexible scheduling

Onboarding and training

Growth opportunities

Supportive team culture

Job summary

SupportYourApp is seeking a T3 Support Engineer to join a global, 100% remote team handling escalations, platform troubleshooting, and data-driven fixes for customers across SaaS platforms.

You will work on backend issues, databases, and cross-system integrations, using SQL, AWS, Sentry, and Grafana. The role emphasizes clear documentation, proactive problem solving, and meeting KPI in a multilingual environment.

Qualifications

• Excellent English skills (C1) for speaking and writing.
• Experience in Technical Support, SRE, or Engineering.
• Proven customer-facing experience in tech support.
• Strong SQL skills with production-scale relational databases.
• Experience with AWS or other cloud providers.
• Familiarity with Sentry and Grafana.

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

Customer-facing

SQL

AWS

Sentry

Grafana

Written communication

Analytical thinking

Escalation awareness

Proactive

Home office setup

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is seeking a T3 Support Engineer to join a global, 100% remote team handling escalations, platform troubleshooting, and data-driven fixes for customers across SaaS platforms.

You will work on backend issues, databases, and cross-system integrations, using SQL, AWS, Sentry, and Grafana. The role emphasizes clear documentation, proactive problem solving, and meeting KPI in a multilingual environment.