Remote Technical Support Engineer – Global SaaS

Fullstack; Rosario; Remote; ARS 92,241,000 - 138,361,000; Full time

Benefits offered by this job

Compensation in USD

Fully remote from EU

Referral bonuses

Job summary

SupportYourApp is seeking a Technical Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot issues across backend, databases, and APIs, reproduce bugs, and analyze logs to identify root causes, while maintaining runbooks and meeting KPIs.

Remote work from EU is available, with USD compensation and a strong emphasis on customer-first communication. The role requires 2+ years in technical support, excellent English (C1), and solid SQL/AWS skills, plus

Qualifications

• Excellent English skills (C1) for both spoken and written.
• 2+ years of customer-facing experience in technical support (L1/L2 or L3).
• Strong SQL skills and experience with production-relational databases.
• Familiarity with AWS or another cloud provider, including logs, services, and secrets.
• Ability to explain technical concepts clearly to customers.
• Hands-on troubleshooting and code-reading skills.
• Strong analytical thinking and research skills.

Responsibilities

• Investigate and troubleshoot issues escalated from L1 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 and findings.
• Track incidents and outages through resolution using monitoring tools.
• Maintain and expand internal runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and meet KPIs.

Skills

Excellent English (C1)

2+ years customer-facing tech support

SQL

AWS

Communication skills

Code-reading skills

Analytical thinking

Tools

Sentry

Grafana

GraphQL

REST API debugging

ClickHouse

BigQuery

Job description

SupportYourApp is seeking a Technical Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot issues across backend, databases, and APIs, reproduce bugs, and analyze logs to identify root causes, while maintaining runbooks and meeting KPIs.

Remote work from EU is available, with USD compensation and a strong emphasis on customer-first communication. The role requires 2+ years in technical support, excellent English (C1), and solid SQL/AWS skills, plus