Remote T3 Support Engineer — Back-End Troubleshooter

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

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.