Remote T3 Support Engineer - Troubleshooter & SRE

Supportyourapp-1; Mar del Plata; Remote; ARS 105,976,000 - 151,394,000; Full time

Benefits offered by this job

Fixed schedule

Remote from EU

International environment

USD compensation

Referral bonuses

No time-tracking

Growth opportunities

Job summary

SupportYourApp is seeking a T3 Support Engineer to troubleshoot complex backend and database issues, reproduce bugs across web and mobile platforms, and collaborate with Engineering to implement fixes. You will analyze logs, perform data validation queries, and document findings for efficient incident resolution.

You should have strong English communication, a background in Technical Support or SRE, and solid SQL skills.

Qualifications

• Fluent English required (C1+).
• Experience in Technical Support, SRE, or Engineering with strong debugging.
• Proven customer-facing experience in tech support or customer support.
• Strong SQL skills with production-scale relational databases.
• Ability to explain technical concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS and logs/secrets.
• Experience with Sentry or Grafana.
• Excellent written communication and analytical thinking.
• Ability to identify escalation to Engineering when needed.

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, data corrections, and targeted code patches.
• 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 internal runbooks and knowledge bases to reduce recurring escalations.
• Maintain deep understanding of client solutions and meet KPI.

Skills

Excellent English

Technical Support

SRE/Engineering

SQL skills

Customer-facing

Tools

AWS

Sentry

Grafana

GraphQL

Job description

SupportYourApp is seeking a T3 Support Engineer to troubleshoot complex backend and database issues, reproduce bugs across web and mobile platforms, and collaborate with Engineering to implement fixes. You will analyze logs, perform data validation queries, and document findings for efficient incident resolution.

You should have strong English communication, a background in Technical Support or SRE, and solid SQL skills.