Remote T3 Support Engineer — Backend & Debugging Expert

SupportYourApp, Inc.; México; Remote; MXN 1,086,000 - 1,629,000; Full time

Benefits offered by this job

Fixed night schedule

Remote from EU

USD compensation

Referral rewards

No time-tracking

Job summary

SupportYourApp, Inc. is seeking a seasoned T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot escalated issues across backend, databases, and APIs, working closely with Engineering to reproduce, analyze, and resolve complex problems.

Strong SQL skills, excellent English, and the ability to explain technical concepts clearly to customers are essential. Remote work from the EU is supported with USD compensation and a collaborative, multinational

Qualifications

• Excellent English (C1) with strong written and spoken communication.
• Experience in Technical Support, SRE, or Engineering with troubleshooting and code-reading skills.
• Proven customer-facing experience in a technical support or customer support role.
• Strong SQL skills and experience with production-scale relational databases.
• Ability to explain technical concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or another cloud provider, including logs and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and analytical thinking; able to document findings clearly.

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, 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 KPI.

Skills

Excellent English (C1)

SQL

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Analytical thinking

Customer-facing experience

Tools

GraphQL

ClickHouse

REST API debugging

Job description

SupportYourApp, Inc. is seeking a seasoned T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will troubleshoot escalated issues across backend, databases, and APIs, working closely with Engineering to reproduce, analyze, and resolve complex problems.

Strong SQL skills, excellent English, and the ability to explain technical concepts clearly to customers are essential. Remote work from the EU is supported with USD compensation and a collaborative, multinational