Remote T3 Support Engineer — EU‑Friendly, KPI‑Driven

SupportYourApp; Oriental; Remote; COP 222,795,000 - 318,279,000; Full time

Benefits offered by this job

Fixed schedule: remote from EU

Remote from EU

USD compensation

Referral bonuses

Work-life balance

Leadership development

Self-development culture

Job summary

SupportYourApp is seeking a T3 Support Engineer to join our global Intelligent Support-as-a-Service team. You will investigate escalated issues, troubleshoot across web admin consoles, databases and APIs, and work with Engineering to fix root causes while documenting findings.

You should have excellent English (C1), strong SQL skills, experience in Technical Support, SRE or Engineering, and the ability to explain technical concepts clearly.

Qualifications

• Excellent English (C1) and strong communication skills are required.
• Experience in Technical Support, SRE, or Engineering with troubleshooting skills.
• Proven customer-facing experience in technical support or customer support roles.
• Strong SQL skills and experience 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 another cloud provider, including logs and services.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong analytical thinking and documentation skills.
• Ability to identify when escalation to Engineering is required.
• Positive, proactive attitude and reliable work ethic.
• Stable home office setup with reliable internet.

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 (C1)

Technical Support / SRE / Engineering

Customer-facing experience

SQL skills

Strong communication

Explain technical concepts clearly

PHP

JavaScript/TypeScript

AWS / Cloud platforms

Sentry / Grafana

Analytical thinking

Escalation judgment

Positive attitude

Home office setup

Tools

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Job description

SupportYourApp is seeking a T3 Support Engineer to join our global Intelligent Support-as-a-Service team. You will investigate escalated issues, troubleshoot across web admin consoles, databases and APIs, and work with Engineering to fix root causes while documenting findings.

You should have excellent English (C1), strong SQL skills, experience in Technical Support, SRE or Engineering, and the ability to explain technical concepts clearly.