Remote T3 Support Engineer | Backend & Troubleshooting

Supportyourapp-1; Oriental; Remote; COP 191,077,000 - 286,615,000; Full time

Benefits offered by this job

Fixed schedule: Mon-Fri 22:30–07:00

Remote from EU

International environment

USD compensation

Referral rewards

No time-tracking

Career development

Leadership support

Job summary

SupportYourApp in a multicultural, fully remote T3 Support Engineer role seeks a highly customer-focused problem-solver. You will investigate and troubleshoot escalated issues across backend systems, databases, and cross‑system integrations, reproduce bugs, analyze logs, and document findings for Engineering.

The ideal candidate has excellent English (C1), strong SQL, experience in Technical Support/SRE, and familiarity with AWS, PHP and JavaScript/TypeScript.

Qualifications

• Excellent English skills (C1) in 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 role.
• Strong SQL skills and experience with production-scale relational databases.

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

English (C1)

SQL

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Analytical thinking

Customer-facing

Tools

Grafana

Sentry

GraphQL

REST API

ClickHouse

BigQuery

React Native

Job description

SupportYourApp in a multicultural, fully remote T3 Support Engineer role seeks a highly customer-focused problem-solver. You will investigate and troubleshoot escalated issues across backend systems, databases, and cross‑system integrations, reproduce bugs, analyze logs, and document findings for Engineering.

The ideal candidate has excellent English (C1), strong SQL, experience in Technical Support/SRE, and familiarity with AWS, PHP and JavaScript/TypeScript.