Senior GenAI Support Engineer — Global, Remote

Abstra

Rosario

Remote

ARS 900,000 - 1,500,000

Full time

4 days ago

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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.