Remote T3 Support Engineer - Backend & Debugging Pro

Supportyourapp-1; Pereira; Remote; COP 159,231,000 - 207,000,000; Full time

Benefits offered by this job

Fixed schedule: Flexible remote fromEU

Remote from EU

USD compensation

Referral rewards

Healthy work culture

Job summary

SupportYourApp is seeking a motivated T3 Support Engineer to troubleshoot issues escalated from T1, spanning backend, databases, and cross-system integrations. You will reproduce bugs across web, mobile, and APIs, analyze logs, and implement small fixes while escalating complex scenarios to Engineering with clear findings.

Remote work from EU is supported, with USD compensation and an inclusive international environment.

Qualifications

• Excellent English skills (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 knowledge of production-scale relational databases.
• Ability to explain complex concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or another cloud provider and related logs.
• Experience with Sentry or Grafana for monitoring and alerting.
• Strong written communication and documentation skills.
• Analytical thinking and research skills; able to escalate when needed.

Responsibilities

• Investigate and troubleshoot issues escalated from T1 across 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-related issues.
• Implement small fixes and configuration changes with low risk.
• Escalate complex issues to Engineering with clear documentation.
• Track incidents and outages through resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Develop deep understanding of client solutions and KPIs.

Skills

SQL

English communication

Troubleshooting

Programming concepts

Code reading

Documentation

Analytical thinking

Customer-focused

Tools

AWS

GraphQL

REST API

ClickHouse

BigQuery

Job description

SupportYourApp is seeking a motivated T3 Support Engineer to troubleshoot issues escalated from T1, spanning backend, databases, and cross-system integrations. You will reproduce bugs across web, mobile, and APIs, analyze logs, and implement small fixes while escalating complex scenarios to Engineering with clear findings.

Remote work from EU is supported, with USD compensation and an inclusive international environment.