Global Tech Support Engineer - PHP/JS & SQL (Remote)

SupportYourApp; Monterrey; Remote; MXN 883,000 - 1,345,000; Full time

Benefits offered by this job

Fixed schedule: Monday–Friday, 10:30PM

Remote work from EU

Compensation in USD

Referral rewards

No time-tracking

SupportYourApp culture

Job summary

SupportYourApp in Monterrey is seeking a Technical Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot escalated issues, analyze logs, and work across web admin consoles, mobile apps, and APIs to resolve technical problems for enterprise clients.

The role requires strong English, 2+ years of customer-facing tech support, SQL and coding familiarity (PHP/JS), and cloud experience.

Qualifications

• 2+ years of customer-facing tech support with hands-on troubleshooting and code-reading skills.
• Excellent English skills (C1 or higher) for spoken and written communication.
• Strong SQL skills and experience with production-grade relational databases.
• Familiarity with PHP and/or JavaScript/TypeScript for small fixes.
• Experience with AWS or another cloud provider, including logs and secrets.

Responsibilities

• 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 and data corrections.
• Escalate complex issues to Engineering with clear documentation and findings.
• Track incidents and outages through resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce recurring escalations.
• Maintain deep understanding of client solutions and meet KPIs.

Skills

Excellent English

2+ years troubleshooting

SQL skills

PHP/JavaScript

AWS experience

Customer-facing

Documentation

Tools

Sentry

Grafana

React Native

GraphQL

REST API

BigQuery

Job description

SupportYourApp in Monterrey is seeking a Technical Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot escalated issues, analyze logs, and work across web admin consoles, mobile apps, and APIs to resolve technical problems for enterprise clients.

The role requires strong English, 2+ years of customer-facing tech support, SQL and coding familiarity (PHP/JS), and cloud experience.