Remote T3 Support Engineer - Backend & API Troubleshooter

SupportYourApp; Valencia; Remote; EUR 54.000 - 81.000; Vollzeit

Benefits dieser Stelle

Fully remote from EU

Competitive USD compensation

International environment

Referral rewards

Flexible schedule

Zusammenfassung

SupportYourApp is hiring a T3 Support Engineer to join a global, multilingual team delivering intelligent support for tech clients. You will troubleshoot escalated issues, read and interpret code, and collaborate with engineering to resolve incidents from our diverse EU-based clients.

Applicants should be fluent in English, with strong SQL, cloud, and monitoring tool experience. The role emphasizes clear communication, customer focus, and the ability to explain complex concepts simply in a

Qualifikationen

• 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)

Aufgaben

• 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 meet KPI

Kenntnisse

English (C1)

Troubleshooting

Code-reading

Technical Support

Customer-facing

SQL

Communication

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Documentation

Analytical thinking

Escalation

Proactive

Jobbeschreibung

SupportYourApp is hiring a T3 Support Engineer to join a global, multilingual team delivering intelligent support for tech clients. You will troubleshoot escalated issues, read and interpret code, and collaborate with engineering to resolve incidents from our diverse EU-based clients.

Applicants should be fluent in English, with strong SQL, cloud, and monitoring tool experience. The role emphasizes clear communication, customer focus, and the ability to explain complex concepts simply in a