Senior IT Support Lead — Global SaaS & Cloud

AgileEngine, LLC.; Rosario; Remote; ARS 90,873,000 - 136,310,000; Full time

Benefits offered by this job

100% remote

USD compensation

Home office

International team

Flexible schedule

Job summary

SupportYourApp is seeking a T3 Support Engineer to join our global, remote-friendly team. You will investigate and troubleshoot issues escalated from T1 across backend, databases, and integrations, reproduce bugs across web and mobile, and document findings.

You bring strong SQL skills, experience in Technical Support/SRE/Engineering, and the ability to explain complex concepts clearly to customers. This is a 100% remote, USD-compensated role supporting clients in a multilingual environment.

Qualifications

• Fluent English (C1+) required.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Customer-facing experience in technical support or similar roles.
• Strong SQL and production-relational DB experience.
• Ability to explain technical concepts clearly to customers.
• Familiarity with AWS or other cloud providers, including logs and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana.
• Strong written communication and documentation skills.

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 and data patches.
• Escalate complex issues to Engineering with clear documentation.
• Track incidents and outages through resolution using monitoring tools.
• Maintain and expand internal runbooks and knowledge bases.

Skills

Excellent English

Technical support experience

SRE experience

Troubleshooting

Customer-facing

SQL

AWS

Sentry

Grafana

GraphQL

REST API debugging

Documentation

Tools

AWS

Sentry

Grafana

GraphQL

REST API

Job description

SupportYourApp is seeking a T3 Support Engineer to join our global, remote-friendly team. You will investigate and troubleshoot issues escalated from T1 across backend, databases, and integrations, reproduce bugs across web and mobile, and document findings.

You bring strong SQL skills, experience in Technical Support/SRE/Engineering, and the ability to explain complex concepts clearly to customers. This is a 100% remote, USD-compensated role supporting clients in a multilingual environment.