Remote T3 Support Engineer — Global SaaS Troubleshooter

Supportyourapp-1; Ciudad de Mendoza; Remote; ARS 90,836,000 - 136,254,000; Full time

Benefits offered by this job

Fixed schedule

Remote from EU

USD compensation

International environment

Referral rewards

Health policy

Self-development culture

Job summary

SupportYourApp is seeking a T3 Support Engineer for fully remote work from the EU. You will troubleshoot escalated backend, database, and API issues, read production logs, and implement safe fixes while coordinating with Engineering. Strong English, SQL, and cloud familiarity are required.

You will join a multilingual team delivering world-class support for SaaS applications and managing incidents with modern monitoring tools. Flexible schedule and international environment offered.

Qualifications

• Excellent English skills (C1) for spoken and written
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting
• Customer-facing experience in a technical support role
• Strong SQL skills and experience with production-scale relational databases
• Clear, customer-friendly communication and ability to explain technical concepts
• Working knowledge of PHP and/or JavaScript/TypeScript
• Familiarity with AWS or other cloud providers, including logs and secrets
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools
• Strong written communication and ability to document findings
• Strong analytical thinking and research skills
• Ability to know when escalation to Engineering is required
• Positive, proactive attitude and responsibility
• Owns a PC with stable internet (min 8GB RAM, 45 Mbps down / 20 Mbps up)

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
• Maintain deep understanding of client solutions and meet KPIs

Skills

English C1

SQL

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Code reading

Troubleshooting

Relational databases

React Native

Job description

SupportYourApp is seeking a T3 Support Engineer for fully remote work from the EU. You will troubleshoot escalated backend, database, and API issues, read production logs, and implement safe fixes while coordinating with Engineering. Strong English, SQL, and cloud familiarity are required.

You will join a multilingual team delivering world-class support for SaaS applications and managing incidents with modern monitoring tools. Flexible schedule and international environment offered.