(Fluent English) L2 Backend Developer and Support Engineer (Remote)

SupportYourApp; Puebla de Zaragoza; Remote; MXN 928,000 - 1,485,000; Full time

Benefits offered by this job

Fixed schedule: 1 AM–9 AM UTC

Fully remote cooperation

USD compensation

Referral bonuses

Healthy work-life balance

Job summary

SupportYourApp is seeking an L2 Backend Developer and Support Engineer to join its global team. You will develop backend services using Java, Spring Boot, MongoDB and Kafka, and provide L2 technical support to customers during incidents.

You will also guide customers in collecting diagnostic data and collaborate with internal teams to resolve issues. This fully remote role operates in a multinational, multilingual environment, requiring excellent English (C1) and 2+ years of backend experience.

Qualifications

• 2+ years of backend software development experience.
• Proficiency in Java, Spring Boot, and MongoDB.
• Excellent English skills (C1).
• Ability to work independently and handle L2 tickets.

Responsibilities

• Provide exceptional technical support via calls, chats and emails.
• Develop and maintain backend services using Java, Spring Boot, APIs, MongoDB, and Kafka.
• Provide L2 technical support to customers during incidents via Zoho Desk.
• Own escalated technical issues from investigation to resolution.
• Analyze and diagnose technical issues of varying complexity.
• Guide customer teams in collecting diagnostic data for complex cases.
• Collaborate with L1 support, customer IT teams, and internal developers to resolve issues efficiently.
• Communicate via Slack and manage tasks in JIRA.
• Troubleshoot system issues across on-premise setups (load balancers, clustering, queues).

Skills

Java

Spring Boot

MongoDB

Kafka

English (C1)

Backend development

Tools

Zoho Desk

JIRA

Slack

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 an L2 Backend Developer and 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:

• Provide exceptional technical support via calls, chats and emails;
• Develop and maintain backend services using Java, Spring Boot, APIs, MongoDB, and Kafka;
• Provide L2 technical support to customers during incidents via Zoho Desk;
• Assume ownership of escalated technical issues from investigation to resolution;
• Analyze and diagnose technical issues of various complexity;
• Guide customer technical teams in collecting the diagnostic data needed to resolve complex cases;
• Collaborate with L1 support, customer IT teams, and internal developers to resolve issues efficiently;
• Communicate internally via Slack and manage tasks in JIRA;
• Troubleshoot system issues across on-premise setups, including load balancers, clustering, and queues.

What you need to succeed in this role:

• Excellent English skills (at least C1 for both spoken and written);
• 2+ years of experience in backend software development;
• Proficiency in Java, Spring Boot, and MongoDB;
• Strong problem-solving skills and the ability to guide customers through troubleshooting;
• Understanding of on-premise IT infrastructure, including load balancers, queues, and clustering;
• Ability to work independently and handle L2 support tickets as needed;
• 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 with Kafka framework and Groovy scripting;
• Knowledge of Kubernetes, OpenShift, or other containerized environments;
• Experience in performance tuning;
• Understanding of financial sector derivatives.

Benefits:

• Fixed schedule: Monday–Friday, 1 AM - 9AM UTC;
• Opportunity to cooperate fully remotely;
• 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.

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.