Remote T3 Support Engineer | Global SaaS Troubleshooter

Supportyourapp-1; Ciudad de Mendoza; Remote; ARS 90.873.000 - 136.310.000; Vollzeit

Zusammenfassung

SupportYourApp is seeking a T3 Support Engineer to join a multicultural, multilingual team and work from home. You will investigate escalated backend issues, analyze logs, and reproduce bugs across web admin consoles, mobile apps, and APIs.

You will apply your SQL and cloud experience (AWS), read production data, implement small fixes, document findings, and help maintain runbooks. Excellent English and strong communication are essential to support our global clients.

Qualifikationen

• Excellent English skills (C1) spoken and written.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a tech support role.
• Strong SQL skills with production-scale relational databases.
• Familiarity with AWS or other cloud providers; logs and secrets.
• Ability to explain technical concepts clearly to customers.
• Experience with Sentry or similar error-tracking tools and Grafana.

Aufgaben

• Investigate and troubleshoot issues escalated from T1 for backend, databases and cross-system integrations.
• Reproduce bugs across web admin consoles, mobile apps, and backend APIs.
• Analyze logs, traces and metrics to identify root causes.
• Query production databases (read-only) to validate data issues.
• Implement small, low-risk fixes including config changes and data corrections.
• Escalate complex issues to Engineering with clear documentation.
• Track incidents and outages through resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and meet KPIs.

Kenntnisse

English (C1)

SQL

AWS

Sentry

Grafana

Technical support

Communication skills

Tools

Sentry

Grafana

GraphQL

BigQuery

ClickHouse

Jobbeschreibung

SupportYourApp is seeking a T3 Support Engineer to join a multicultural, multilingual team and work from home. You will investigate escalated backend issues, analyze logs, and reproduce bugs across web admin consoles, mobile apps, and APIs.

You will apply your SQL and cloud experience (AWS), read production data, implement small fixes, document findings, and help maintain runbooks. Excellent English and strong communication are essential to support our global clients.