T3 Support Engineer — Remote Global SaaS Support

SupportYourApp; Madrid; Remote; EUR 81,000 - 116,000; Full time

Benefits offered by this job

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

Fully remote from EU

USD compensation

Job summary

SupportYourApp is seeking a T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot backend issues, read production data, and implement small fixes while collaborating with Engineering and support teams.

The role requires strong English, SQL, and cloud experience (AWS), plus PHP/JavaScript skills. Fully remote from EU is offered with a fixed schedule and USD compensation.

Qualifications

• Excellent English skills (C1) for spoken and written.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production-scale relational databases.
• Ability to explain technical concepts clearly to customers.
• Familiarity with PHP and/or JavaScript/TypeScript.
• Working knowledge of AWS or another cloud provider, including logs and secrets.
• Experience with monitoring/observability tools like Sentry and Grafana.
• Strong written communication and ability to document findings clearly.
• Analytical thinking and proactive escalation when needed.

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.
• Meet client solutions and KPIs with a proactive, customer-focused approach.

Skills

SQL skills

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

English (C1)

Troubleshooting

Customer-facing

Technical Support/SRE/Engineering

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is seeking a T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot backend issues, read production data, and implement small fixes while collaborating with Engineering and support teams.

The role requires strong English, SQL, and cloud experience (AWS), plus PHP/JavaScript skills. Fully remote from EU is offered with a fixed schedule and USD compensation.