Senior Genai Delivery Engineer – Remote Latam (Us Tz Overlap)

Abstra; Rosario; Remote; ARS 900,000 - 1,500,000; Full time

Job summary

SupportYourApp in Rosario, Argentina seeks a T3 Support Engineer to join a global, multilingual support team. You will investigate, troubleshoot, and resolve issues escalated from T1 across web apps, databases, and APIs, while keeping clear documentation and playbooks updated.

The role emphasizes strong SQL skills, experience with AWS, Sentry, Grafana, and the ability to explain complex concepts to customers. A proactive attitude and reliable home office setup are essential to success.

Qualifications

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

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

English proficiency (C1)

Technical Support

SRE

Engineering mindset

SQL

AWS

Sentry

Grafana

Written communication

Analytical thinking

Escalation management

Customer-centric

Reliable home office

Tools

AWS

Sentry

Grafana

Job description

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a T3 Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations;
• Reproduce bugs across web admin consoles, mobile apps, and backend APIsl
• 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 meetKPI.

What you need to succeed in this role:

• Excellent English skills (at least C1 for both spoken and written);
• Experience in Technical Support, SRE, or Engineering, with strong troubleshooting and code-reading skills;
• Proven customer-facing experience in a technical support or customer support role;
• Strong SQL skills and experience with production-scale relational databases;
• Strong customer-focused approach and excellent communication skills;
• Ability to explain technical concepts in a clear, simple, and customer‑friendly manner;
• Familiarity with AWS or another cloud provider, including logs, services, and secrets;
• Experience with Sentry or similar error‑tracking tools and Grafana or similar monitoring tools;
• Strong written communication skills and ability to document technical findings clearly;
• Strong analytical thinking and research skills;
• Ability to identify when an escalation to the Engineering team is required;
• Positive, proactive and responsible attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload).

Will be a great plus:

• Experience supporting a mobile app (React Native or similar);
• Exposure to