Remote Technical Support Engineer | SQL/AWS

SupportYourApp; Sur; Remote; COP 220,043,000 - 377,216,000; Full time

Benefits offered by this job

Fixed schedule: Mon–Fri, 10:30 PM–7:00

Remote work from EU

Compensation in USD

International environment

Referral rewards

People-first management

Job summary

SupportYourApp is seeking a Technical Support Engineer to join a global, multilingual team. You will troubleshoot backend and database issues, read code, and perform small fixes across web and mobile platforms, while communicating clearly with clients.

The role offers fully remote work from EU, with USD compensation and a people-first approach. You will handle incidents end-to-end, use Sentry and Grafana, and collaborate with Engineering to drive resolutions.

Qualifications

• Excellent English skills (C1 for speaking and writing).
• 2+ years of customer-facing L1/L2 technical support with hands-on troubleshooting.
• Strong SQL skills and production 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 clear communication.
• Ability to explain technical concepts in simple terms.
• Strong analytical thinking and research skills.
• Reliable home office with stable internet (≥45 Mbps down, 20 Mbps up).

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 and data corrections.
• Escalate complex issues to Engineering with clear documentation.
• Track incidents and outages through resolution using monitoring tools.
• Maintain and expand internal runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and meet KPIs.

Skills

English proficiency

Customer support experience

SQL

PHP/JS/TS

AWS

Customer focus

Technical communication

Analytical thinking

Internet | home office

Sentry/Grafana exposure

Mobile app support

API debugging (GraphQL/REST)

BigQuery/ClickHouse

Systems architecture exposure

Tools

Sentry

Grafana

BigQuery

ClickHouse

React Native

GraphQL

REST API debugging

Job description

SupportYourApp is seeking a Technical Support Engineer to join a global, multilingual team. You will troubleshoot backend and database issues, read code, and perform small fixes across web and mobile platforms, while communicating clearly with clients.

The role offers fully remote work from EU, with USD compensation and a people-first approach. You will handle incidents end-to-end, use Sentry and Grafana, and collaborate with Engineering to drive resolutions.