Remote T3 Support Engineer – Backend & API Troubleshooting

Supportyourapp-1; Perímetro Urbano Barranquilla; Remote; COP 191,077,000 - 286,615,000; Full time

Benefits offered by this job

Fixed schedule: Mon–Fri, 10:30 PM – 7:

Remote work from EU

Inclusive international environment

USD compensation

Referral bonuses

Work-life balance with health policy

No mandatory time-tracking

Job summary

SupportYourApp is seeking a T3 Support Engineer to join our global, multilingual team from a home office. You will investigate escalated backend issues, work with databases and cross-system integrations, reproduce bugs, and document findings for Engineering.

Requirements: excellent English (C1+), strong SQL, experience in Technical Support or SRE, customer-facing skills, and familiarity with PHP/JavaScript. Knowledge of AWS, Sentry, and Grafana is a plus.

Qualifications

• Excellent English skills (C1+ for speaking and writing).
• 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 with production-scale relational databases.
• Ability to explain technical concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or other cloud provider, including logs, services, and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and ability to document findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.
• Positive, proactive and responsible attitude.
• Personal computer (RAM ≥8GB) and reliable internet connection.

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.

Skills

Excellent English

Technical support

SQL skills

Customer-facing

PHP/JavaScript

AWS

Sentry/Grafana

Documentation

Analytical thinking

Cloud knowledge

Tools

Grafana

Sentry

Job description

SupportYourApp is seeking a T3 Support Engineer to join our global, multilingual team from a home office. You will investigate escalated backend issues, work with databases and cross-system integrations, reproduce bugs, and document findings for Engineering.

Requirements: excellent English (C1+), strong SQL, experience in Technical Support or SRE, customer-facing skills, and familiarity with PHP/JavaScript. Knowledge of AWS, Sentry, and Grafana is a plus.