Senior T3 Technical Support Engineer — Remote

SupportYourApp; Firenze; Remote; EUR 80.000 - 116.000; Vollzeit

Benefits dieser Stelle

Fixed schedule: Mon–Fri 10:30 PM–7AM

Remote work from EU

USD compensation

Referral bonuses

Work-life balance policy

Zusammenfassung

SupportYourApp is seeking a T3 Support Engineer to diagnose and resolve complex issues across web apps, databases, and APIs. You will work remotely from the EU, collaborating with engineering and product teams to deliver timely fixes and clear documentation.

The role emphasizes strong troubleshooting, extensive SQL knowledge, and the ability to explain technical concepts to customers, with a focus on customer satisfaction and KPI targets.

Qualifikationen

• Experience in Technical Support, SRE, or Engineering.
• Proven customer-facing experience in technical support.
• 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 another cloud provider.
• Experience with Sentry and Grafana.

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 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, 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

Excellent English (C1)

SQL skills

Troubleshooting

Customer-facing experience

Tools

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Jobbeschreibung

SupportYourApp is seeking a T3 Support Engineer to diagnose and resolve complex issues across web apps, databases, and APIs. You will work remotely from the EU, collaborating with engineering and product teams to deliver timely fixes and clear documentation.

The role emphasizes strong troubleshooting, extensive SQL knowledge, and the ability to explain technical concepts to customers, with a focus on customer satisfaction and KPI targets.