Technical Product Support Engineer (Remote): Amer

Telnyx Llc; Rosario; Remote; ARS 92,241,000 - 138,361,000; Full time

Benefits offered by this job

Compensation in USD

Refer-a-friend rewards

Remote work from EU

Job summary

SupportYourApp is seeking a Technical Support Engineer to join our global, multilingual team and resolve complex customer issues across web, mobile, and API platforms. You will work from a home office, leveraging strong SQL skills and cloud experience to maintain runbooks and knowledge bases while meeting KPIs.

The ideal candidate has 2+ years in technical support, excellent English (C1), and the ability to communicate clearly with customers and engineering.

Qualifications

• 2+ years of customer-facing technical support experience.
• Strong SQL and database troubleshooting.
• Experience with cloud services (AWS or similar).
• Ability to read code and reproduce issues.
• Excellent written and spoken English (C1).

Responsibilities

• Investigate and troubleshoot escalated issues involving backend, databases, and integrations.
• Reproduce bugs across web admin consoles, mobile apps, and APIs.
• Analyze logs and metrics to identify root causes.
• Query production databases (read-only) to validate data issues.
• Implement small fixes and configuration changes.
• Escalate complex issues with documentation.
• Track incidents and verify fixes using monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Understand client solutions and meet KPIs.

Skills

English proficiency

Technical support

SQL skills

AWS or cloud

Code reading

Customer-focused

Tools

Sentry

Grafana

ClickHouse

BigQuery

GraphQL

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 Technical 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 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 meetKPIs.

What you need to succeed in this role:

• Excellent English skills (at least C1 for both spoken and written);
• 2+ years of customer-facing experience in L1/L2 (or L3) technical support , with hands-on troubleshooting and code-reading skills;
• Strong SQL skills and experience with production-scale relational databases;
• Familiarity with AWS or another cloud provider, including logs, services, and secrets;
• Strong customer-focused approach and excellent communication skills;
• Ability to explain technical concepts in a clear, simple, and customer-friendly manner;
• 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 with Sentry or similar error-tracking tools and Grafana or similar monitoring tools;
• Experience supporting a mobile app (React Native or similar);
• Exposure to GraphQL and REST API debugging;
• Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.);
• Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries.
• Opportunity to cooperate fully remotely from EU;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also –internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.