Remote Technical Support Engineer - Backend & SQL

SupportYourApp; Perímetro Urbano Barranquilla; Remote; COP 125,739,000 - 220,043,000; Full time

Benefits offered by this job

Fixed schedule

Remote from EU

USD pay

Referral rewards

Work-life balance

Leadership support

Self-development

Trust-based culture

Global team

Job summary

SupportYourApp is seeking a Technical Support Engineer to join our global team and deliver high-quality customer and technical support from a home office. You will troubleshoot complex issues, read and analyze code, and collaborate with Engineering to drive timely resolutions.

Ideal candidates have 2+ years in technical support, strong SQL and scripting skills, and hands-on experience with PHP/JavaScript, plus AWS familiarity.

Qualifications

• Excellent English skills (C1 level) for spoken and written communication.
• 2+ years of customer-facing experience in L1/L2 (or L3) technical support with hands-on troubleshooting.
• Strong SQL skills and experience with production-scale relational databases.
• Working knowledge of PHP and/or JavaScript/TypeScript to implement small fixes.
• Familiarity with AWS or another cloud provider, including logs and secrets.
• Strong customer-focused approach and excellent communication skills.
• Ability to explain technical concepts clearly to customers.
• Strong written communication and analytical thinking.

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;
• Meet KPIs and maintain deep understanding of client solutions.

Skills

Customer-facing support

SQL

PHP

JavaScript/TypeScript

AWS

Problem solving

Communication

Tools

Sentry

Grafana

GraphQL/REST API

Job description

SupportYourApp is seeking a Technical Support Engineer to join our global team and deliver high-quality customer and technical support from a home office. You will troubleshoot complex issues, read and analyze code, and collaborate with Engineering to drive timely resolutions.

Ideal candidates have 2+ years in technical support, strong SQL and scripting skills, and hands-on experience with PHP/JavaScript, plus AWS familiarity.