Remote T3 Support Engineer — Backend & Debugging

Supportyourapp-1; Rosario; Remote; ARS 90,873,000 - 136,310,000; Full time

Benefits offered by this job

Compensation in USD

Remote work from EU

International environment

Referral rewards

Job summary

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team and support clients across SaaS, software, and hardware solutions. The role focuses on diagnosing advanced backend issues, database queries, and cross-system integrations, while providing clear, customer-friendly communications.

You'll work remotely from the EU, collaborating with Engineering to resolve escalations, expand knowledge bases, and maintain runbooks.

Qualifications

• Excellent English skills with strong written and spoken communication.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a tech support or customer support role.
• Strong SQL skills and experience 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 similar 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 runbooks and knowledge bases to reduce escalations.
• Meet client solutions and KPIs.

Skills

English (C1)

Technical troubleshooting

Customer-facing experience

SQL

AWS

Sentry

Grafana

Documentation

Analytical thinking

Tools

AWS

Sentry

Grafana

Job description

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team and support clients across SaaS, software, and hardware solutions. The role focuses on diagnosing advanced backend issues, database queries, and cross-system integrations, while providing clear, customer-friendly communications.

You'll work remotely from the EU, collaborating with Engineering to resolve escalations, expand knowledge bases, and maintain runbooks.