Remote T3 Support Engineer - Global SaaS Troubleshooter

SupportYourApp; Santa Fe Capital; Remote; ARS 90,873,000 - 136,310,000; Full time

Job summary

SupportYourApp is seeking a T3 Support Engineer to operate in a remote, international context. You will troubleshoot backend and database issues, analyze logs, and implement small fixes while collaborating with Engineering.

You will work in a multilingual environment, conduct read-only queries on production databases, and escalate when needed using modern monitoring tools. A strong customer-facing background and clear communication are essential.

Qualifications

• Excellent English, spoken and written (C1).
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills with production-scale relational databases.
• Familiarity with AWS or other cloud providers, including logs and services.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and ability to document technical findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.
• Positive, proactive, and responsible attitude.

Responsibilities

• Investigate and troubleshoot issues escalated from T1 across 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 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 KPIs.

Skills

English proficiency (C1)

Technical support

SRE / Engineering

SQL

AWS

Sentry

Grafana

Communication

Analytical thinking

Escalation handling

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is seeking a T3 Support Engineer to operate in a remote, international context. You will troubleshoot backend and database issues, analyze logs, and implement small fixes while collaborating with Engineering.

You will work in a multilingual environment, conduct read-only queries on production databases, and escalate when needed using modern monitoring tools. A strong customer-facing background and clear communication are essential.