(Fluent English) Technical Support Engineer (Php/Javascript, Sql, Global)

Supportyourapp; Toluca; A distancia; MXN 752.000 - 1.222.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fixed schedule: Mon–Fri, 22:30–07:00 (

Remote work from EU

International team environment

Compensation in USD

Referral bonuses

Descripción de la vacante

SupportYourApp is seeking a Technical Support Engineer to handle escalated technical issues across backend, databases, and integrations. You will reproduce bugs, analyze data traces, and implement small fixes while documenting findings for engineering escalation.

The role requires strong English communication, 2+ years of customer-facing tech support, solid SQL skills, and familiarity with PHP/JS/TS. Remote work from EU is supported, with USD compensation and a night shift schedule.

Formación

• Excellent English skills (C1) for both spoken and written.
• 2+ years of customer-facing experience in L1/L2 (or L3) technical support with hands‑on troubleshooting and code-reading skills.
• Strong SQL skills and experience with production‑scale relational databases.
• Working knowledge of PHP and/or JavaScript/TypeScript, enough to implement small, low‑risk fixes.
• Familiarity with AWS or another cloud provider, including logs, services, and secrets.
• Strong customer‑focused approach and excellent communication skills.
• Ability to explain technical concepts clearly to customers.
• Strong written communication and documentation skills.
• Strong analytical thinking and research skills.
• Ability to identify escalation to Engineering when needed.
• Personal initiative and reliable attitude.
• Reliable home setup (8GB RAM minimum, stable internet).

Responsabilidades

• 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 patches.
• Escalate complex issues to Engineering with clear documentation and findings.
• Track incidents and outages through resolution using monitoring and error-tracking tools.
• Maintain and expand internal runbooks and knowledge bases to reduce escalations.
• Meet client solutions KPIs and maintain deep product knowledge.

Conocimientos

English (C1)

Technical support experience

SQL

PHP/JS/TS basics

AWS

Customer communication

Documentation

Herramientas

Sentry

Grafana

React Native

GraphQL

REST API

ClickHouse

BigQuery

Descripción del empleo

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 Technical 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 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 KPIs.

What you need to succeed in this role:

• Excellent English skills (at least C1 for both spoken and written);
• 2+ years of customer-facing experience in L1/L2 (or L3) technical support, with hands‑on troubleshooting and code‑reading skills;
• Strong SQL skills and experience with production‑scale relational databases;
• Working knowledge of PHP and/or JavaScript/TypeScript, enough to implement small, low‑risk fixes;
• Familiarity with AWS or another cloud provider, including logs, services, and secrets;
• Strong customer‑focused approach and excellent communication skills;
• Ability to explain technical concepts in a clear, simple, and customer‑friendly manner;
• 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 with Sentry or similar error‑tracking tools and Grafana or similar monitoring tools;
• 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.

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:487