(Fluent English) T3 Support Engineer (EU, Remote)

SupportYourApp; France; Remote; EUR 62,000 - 89,000; Full time

Benefits offered by this job

Fully remote from EU

USD compensation

International environment

Referral rewards

Work-life balance

Leadership support

Professional development

Job summary

SupportYourApp in France is seeking a T3 Support Engineer to join our global Intelligent Support team. You will investigate escalated issues across backend, databases, and cross-system integrations while reproducing bugs in web admin consoles, mobile apps, and APIs.

You will analyze logs, run SQL queries, apply small fixes, document findings, and coordinate with Engineering to prevent recurrence. A strong command of English, solid troubleshooting skills, and proactive communication are essential.

Qualifications

• Proven experience in Technical Support, SRE, or Engineering with strong troubleshooting skills.
• Excellent English skills (C1) for spoken and written communication.
• Strong SQL skills and experience with production relational databases.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or another cloud provider, including logs and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana.
• Clear written documentation of technical findings and good analytical thinking.
• Ability to identify escalations to Engineering and maintain a proactive attitude.

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 targeted code patches.
• Escalate complex issues to Engineering with clear documentation and findings.
• Track incidents and outages through resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce recurring escalations.

Skills

English (C1)

SQL

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Analytical thinking

Documentation

Escalation management

Tools

SQL databases

GraphQL

REST API debugging

ClickHouse / BigQuery

Sentry

Grafana

AWS

Job description

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a T3 Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• 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.

What you need to succeed in this role:

• 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;
• Strong SQL skills and experience with production-scale relational databases;
• 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).

Will be a great plus:

• Experience supporting a mobile app (React Native or similar);
• Exposure to GraphQL and REST API debugging;
• Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.);
• Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries;

Benefits:

• Fixed schedule: Monday–Friday, 10:30 PM - 7AM GMT+10;
• Opportunity to cooperate fully remote from EU;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp .

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice .

Internal job code: 3F1 Originally posted on Himalayas