T3 Support Engineer — Remote, Global Tech Support

Supportyourapp-1; Andalucía; A distancia; EUR 37.000 - 59.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fixed schedule: Mon-Fri, 10:30 PM - 7:

Remote work from EU

Inclusive international environment

USD compensation

Referral rewards

Work–life balance with health policy

Supportive leadership for development

Self-development opportunities

Trust-based culture with no time-trckg

Descripción de la vacante

SupportYourApp is hiring a T3 Support Engineer to join a global, multilingual team. You will troubleshoot escalated backend and database issues, read production logs, and implement small fixes while coordinating with Engineering. The role emphasizes customer communication and clear documentation.

You will need strong SQL skills, English at C1, and experience with PHP/JavaScript/TypeScript, AWS, and monitoring tools. Remote work from EU is supported under a fixed schedule with USD compensation.

Formación

• Excellent English, both spoken and written (C1).
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills 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 other cloud providers and logs/secrets.
• Experience with Sentry or similar error-tracking tools and Grafana.
• Strong written communication and analytical thinking.
• Eligible for escalation to Engineering with clear findings.
• Positive, proactive attitude; reliable internet and hardware.

Responsabilidades

• Investigate and troubleshoot escalated issues from T1 across backend, DBs and integrations.
• Reproduce bugs across web admin consoles, mobile apps, and APIs.
• Analyze logs and metrics to identify root causes.
• Query production databases (read-only) to validate data issues.
• Implement small, low-risk fixes, including config changes and data corrections.
• Escalate complex issues to Engineering with documentation.
• Track incidents and outages through resolution with monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and KPIs.

Conocimientos

Excellent English (C1)

Technical Support

SRE / Engineering experience

SQL skills

Customer-focused approach

Clear technical communication

PHP/JavaScript/TypeScript

AWS familiarity

Sentry or error-tracking tools

Grafana or monitoring tools

Analytical thinking

Escalation guidance to Eng

Self-motivated with 8GB RAM PC

Herramientas

AWS

Sentry

Grafana

GraphQL

REST API debugging

Cloud logging

Descripción del empleo

SupportYourApp is hiring a T3 Support Engineer to join a global, multilingual team. You will troubleshoot escalated backend and database issues, read production logs, and implement small fixes while coordinating with Engineering. The role emphasizes customer communication and clear documentation.

You will need strong SQL skills, English at C1, and experience with PHP/JavaScript/TypeScript, AWS, and monitoring tools. Remote work from EU is supported under a fixed schedule with USD compensation.