Senior IT Support Engineer - Remote

Fullstack; Rosario; Remote; ARS 60.582.000 - 121.164.000; Vollzeit

Benefits dieser Stelle

Home office

Remote from EU

USD compensation

Referral rewards

Flexible schedule

No time-tracking

Zusammenfassung

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team. You will investigate backend issues, run diagnostics across databases and services, and implement safe fixes while documenting findings for engineering escalation.

You will apply strong SQL skills, experience in technical support or SRE, and clear customer-facing communication to resolve incidents and improve runbooks and knowledge bases.

Qualifikationen

• Fluent English at C1 level for speaking and writing.
• Experience in Technical Support, SRE, or Engineering.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills with production-scale relational databases.
• Familiarity with AWS and cloud services.
• Experience with logging/monitoring tools such as Sentry or similar.
• Strong written communication and documentation skills.
• Analytical thinking and research abilities.
• Ability to escalate to Engineering when required.

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 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.

Kenntnisse

English (C1)

Troubleshooting

Code reading

SQL

SRE/Engineering

Customer support

Cloud AWS

Sentry

Grafana

Tools

Sentry

Grafana

Jobbeschreibung

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team. You will investigate backend issues, run diagnostics across databases and services, and implement safe fixes while documenting findings for engineering escalation.

You will apply strong SQL skills, experience in technical support or SRE, and clear customer-facing communication to resolve incidents and improve runbooks and knowledge bases.