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

SupportYourApp; Puebla de Zaragoza; Remote; MXN 831,000 - 1,200,000; Full time

Benefits offered by this job

Fixed schedule: Mon–Fri, 10:30 PM–7:00

Remote from EU

International environment

USD compensation

Referral rewards

Health policy and employee development

Self-development culture

Trust-based, no time-tracking

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service leader partnering with top tech brands. We are seeking a T3 Support Engineer to troubleshoot, analyze and fix issues across backend systems and databases, while keeping customers informed with clear communication.

You will work with SQL databases, PHP/JS/TS stacks, and cloud tools (AWS). This role emphasizes proactive problem solving, documentation, and collaboration with Engineering to drive reliable service from a remote setup.

Qualifications

• Excellent English communication skills (C1 level) required.
• Experience in Technical Support, SRE or Engineering with troubleshooting and code-reading ability.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and working with production-scale relational databases.
• Ability to explain complex concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or other cloud providers including logs and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and documentation skills.
• Strong analytical thinking and research skills.
• Ability to identify escalation needs to Engineering.
• Proactive, responsible attitude with self-motivation.
• Reliable home office setup with stable internet.

Responsibilities

• Investigate and troubleshoot issues escalated from T1 across backend, databases, 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 clear findings.
• Track incidents and outages until resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and meet KPIs.

Skills

English (C1)

SQL

PHP/JS/TS

AWS

Sentry

Grafana

Analytical thinking

Documentation

Customer-facing

Tools

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;
• Proven customer-facing experience in a technical support or customer support role;
• Strong SQL skills and experience with production-scale relational databases;
• Strong customer-focused approach and excellent communication skills;
• Ability to explain technical concepts in a clear, simple, and customer-friendly manner;
• 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+11;
• Opportunity to cooperate fully remotely 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.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service.

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

Know someone perfect for the role?

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:487