Remote SaaS Support Engineer – Datacenter & Network

Smartrecruiters, Inc.; La Pampa; Remote; ARS 60,582,000 - 106,019,000; Full time

Benefits offered by this job

Fully remote role

Flexible scheduling options

Structured onboarding and ongoing培训

Job summary

SupportYourApp is seeking a T3 Support Engineer to join a global, 100% remote team. You will investigate escalated issues, analyze data, and implement fixes while collaborating with Engineering and other teams.

The role requires strong English skills, SQL, and cloud experience. You’ll help partners across multiple languages and time zones, contributing to high-quality support and customer satisfaction.

Qualifications

• Excellent English skills (C1 for speaking and writing).
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting and code-reading skills.
• Proven customer-facing experience in a technical 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 findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.
• Proactive attitude and ownership.
• Home office with stable internet connection.

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.
• Track incidents and outages through resolution using monitoring tools.
• Maintain and expand internal runbooks and knowledge bases.

Skills

Excellent English (C1)

Technical Support / SRE / Engineering

Customer-facing experience

SQL

AWS or cloud provider knowledge

Sentry

Grafana

Written communication

Analytical thinking

Ownership / proactive attitude

Tools

Grafana

Sentry

CRM / ticketing tools

Job description

SupportYourApp is seeking a T3 Support Engineer to join a global, 100% remote team. You will investigate escalated issues, analyze data, and implement fixes while collaborating with Engineering and other teams.

The role requires strong English skills, SQL, and cloud experience. You’ll help partners across multiple languages and time zones, contributing to high-quality support and customer satisfaction.