Remote Technical Support Engineer Cloud & DB Troubleshooter

SupportYourApp; Argentina; Remote; ARS 30.882.000 - 51.470.000; Vollzeit

Benefits dieser Stelle

Remote from EU

Inclusive international environment

USD compensation

Referral rewards

No time tracking policy

Zusammenfassung

SupportYourApp seeks a Technical Support Engineer to join a global, multilingual team. You will troubleshoot backend, database, and API issues, reproduce bugs, and document findings to engineering. You’ll also contribute to runbooks and knowledge bases while maintaining customer focus and KPI attainment.

You bring 2+ years of customer-facing tech support with strong SQL skills and excellent English. This remote EU-friendly role offers USD compensation and a collaborative, inclusive environment

Qualifikationen

• 2+ years of customer-facing technical support with troubleshooting skills.
• Strong SQL and production-scale relational database knowledge.
• Excellent English speaking and writing for technical communication.

Aufgaben

• 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 KPIs.

Kenntnisse

Excellent English

2+ years in technical support

SQL skills

AWS experience

Tools

Sentry

Grafana

ClickHouse

Jobbeschreibung

SupportYourApp seeks a Technical Support Engineer to join a global, multilingual team. You will troubleshoot backend, database, and API issues, reproduce bugs, and document findings to engineering. You’ll also contribute to runbooks and knowledge bases while maintaining customer focus and KPI attainment.

You bring 2+ years of customer-facing tech support with strong SQL skills and excellent English. This remote EU-friendly role offers USD compensation and a collaborative, inclusive environment