T3 Support Engineer - Remote EU Role

SupportYourApp

Ciudad de Mendoza

Remote

ARS 60,582,000 - 106,019,000

Full time

10 days ago

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Job summary

SupportYourApp, a global Intelligent Support-as-a-Service leader, is seeking a T3 Support Engineer to thrive in a multicultural, multilingual environment from a home office. The role focuses on backend troubleshooting, database queries, and cross-system integrations to keep client solutions running smoothly.

You will investigate escalations from T1, reproduce issues across web consoles, mobiles, and APIs, and document findings for Engineering.

Qualifications

Excellent English (C1) in speech and writing.
Background in Technical Support, SRE, or Engineering.
Proven customer-facing experience in tech support.
Strong SQL skills with production-scale relational DBs.
Ability to explain technical concepts clearly to customers.
Familiarity with AWS, logs, and secrets.
Experience with Sentry and Grafana.
Strong written communication and analytical thinking.
Ability to escalate to Engineering when needed.
Reliable remote work setup.

Responsibilities

Investigate and troubleshoot issues escalated from T1 involving backend, databases, and integrations.
Reproduce bugs across web admin consoles, mobile apps, and APIs.
Analyze logs, error traces, and metrics to identify root causes.
Query production databases (read-only) to validate data issues.
Implement small, low-risk fixes including config changes and code patches.
Escalate complex issues to Engineering with clear findings.
Track incidents and outages through resolution using monitoring tools.
Maintain runbooks and knowledge bases to reduce escalations.
Maintain deep understanding of client solutions and meet KPIs.