Global Technical Support Engineer (PHP/JS, SQL) – Remote

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

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.