Global Remote Technical Support Engineer - PHP/JS, SQL, AWS

SupportYourApp; Tijuana; Remote; MXN 791,000 - 1,356,000; Full time

Benefits offered by this job

Fixed schedule

Remote from EU

USD compensation

Referral rewards

No time-tracking

Job summary

SupportYourApp is seeking a Technical Support Engineer to join our global team in a fully remote role from EU. You will troubleshoot escalated issues, analyze logs, and implement small fixes across web, mobile, and API platforms while maintaining runbooks and KPIs.

The ideal candidate has 2+ years in customer-facing technical support, strong SQL skills, and experience with PHP/JS/TS and AWS. Excellent communication in English is essential.

Qualifications

• 2+ years of customer-facing L1/L2 (or L3) technical support.
• Hands-on troubleshooting and code-reading skills.
• Strong SQL skills with production relational databases.
• Familiarity with PHP and/or JavaScript/TypeScript for small fixes.
• Experience with cloud providers (AWS) and logs/secrets.
• Excellent written and verbal communication.
• Ability to document findings clearly.

Responsibilities

• Investigate and troubleshoot escalated issues from T1 across backend, DBs, and integrations.
• Reproduce bugs in web admin consoles, mobile apps, and APIs.
• Analyze logs, traces, and metrics to identify root causes.
• Query production databases (read-only) to validate data issues.
• Implement small, low-risk fixes and configuration changes.
• Escalate complex issues to Engineering with clear findings.
• Track incidents and outages through resolution with monitoring tools.
• Maintain runbooks and knowledge bases to reduce escalations.
• Understand client solutions and meet KPIs.

Skills

English (C1)

L1/L2 support

SQL

PHP/JS/TS

AWS

Customer focus

Documentation

Analytical thinking

Escalation to Eng

Communication

Tools

AWS

Job description

SupportYourApp is seeking a Technical Support Engineer to join our global team in a fully remote role from EU. You will troubleshoot escalated issues, analyze logs, and implement small fixes across web, mobile, and API platforms while maintaining runbooks and KPIs.

The ideal candidate has 2+ years in customer-facing technical support, strong SQL skills, and experience with PHP/JS/TS and AWS. Excellent communication in English is essential.