Remote T3 Support Engineer — Debug, Data & API Fixes

Supportyourapp-1; Sur; Teletrabalho; COP 191 077 000 - 286 615 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fixed schedule: 10:30 PM - 7AM GMT+11

Remote from EU

USD compensation

Referral rewards

No mandatory time-tracking

Healthy work-life balance

Growth opportunities

Inclusive international environment

Self-development support

Resumo da oferta

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team delivering Intelligent Support-as-a-Service. You will troubleshoot escalated backend, databases, and API issues, reproduce bugs, analyze logs, and implement safe fixes while documenting findings.

Strong English and SQL skills are essential. You will collaborate with engineering, with remote work options from the EU, and enjoy compensation in USD as part of a flexible, people-first culture.

Qualificações

• Excellent English skills (at least C1 for both spoken and written);
• 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 and experience with production-scale relational databases;
• Strong customer-focused approach and excellent communication skills;
• Ability to explain technical concepts in a clear, simple, and customer-friendly manner;
• Working knowledge of PHP and/or JavaScript/TypeScript;
• Familiarity with AWS or another cloud provider, including logs, services, and secrets;
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools;
• 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).

Responsabilidades

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations;
• Reproduce bugs across web admin consoles, mobile apps, and backend APIsl
• 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 meetKPI.

Conhecimentos

English proficiency

Technical support

SRE/Engineering background

SQL

PHP/JavaScript

AWS

Sentry

Grafana

Logging/Monitoring

Documentation

Ferramentas

AWS

Sentry

Grafana

Descrição da oferta de emprego

SupportYourApp is seeking a T3 Support Engineer to join a global, multilingual team delivering Intelligent Support-as-a-Service. You will troubleshoot escalated backend, databases, and API issues, reproduce bugs, analyze logs, and implement safe fixes while documenting findings.

Strong English and SQL skills are essential. You will collaborate with engineering, with remote work options from the EU, and enjoy compensation in USD as part of a flexible, people-first culture.