Remote T3 Support Engineer - Backend & Debugging

SupportYourApp; Sur; Remote; COP 222.923.000 - 318.461.000; Vollzeit

Benefits dieser Stelle

Remote EU opportunity

USD compensation

No time-tracking

Zusammenfassung

SupportYourApp seeks a T3 Support Engineer to join a global, multilingual team working fully remotely from the EU. You will troubleshoot backend, databases, and APIs, reproduce bugs, and implement safe fixes while monitoring systems and maintaining runbooks.

A strong SQL foundation and cloud familiarity are essential. You will communicate clearly with clients, document findings, and escalate to Engineering when needed, all while delivering reliable, customer-focused support in a fast-paced SaaS

Qualifikationen

• Excellent English required (C1) for spoken and written communication.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production relational databases.
• Ability to explain complex concepts clearly to customers.
• Strong written communication and analytical thinking.

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 and error-tracking tools.
• Maintain and expand internal runbooks and knowledge bases to reduce escalations.
• Meet KPI and maintain deep understanding of client solutions.

Kenntnisse

Excellent English (C1)

Technical support

SRE experience

SQL skills

Customer-facing

Explain technical concepts

Communication skills

Analytical thinking

Tools

Sentry

Grafana

Jobbeschreibung

SupportYourApp seeks a T3 Support Engineer to join a global, multilingual team working fully remotely from the EU. You will troubleshoot backend, databases, and APIs, reproduce bugs, and implement safe fixes while monitoring systems and maintaining runbooks.

A strong SQL foundation and cloud familiarity are essential. You will communicate clearly with clients, document findings, and escalate to Engineering when needed, all while delivering reliable, customer-focused support in a fast-paced SaaS