Remote T3 Support Engineer — Global SaaS Support

SupportYourApp; Tijuana; A distancia; MXN 1.108.000 - 1.662.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fixed schedule

Fully remote from EU

International environment

Compensation in USD

Referral rewards

No time-tracking

Professional development

Health and well-being focus

Engaging leadership

Open knowledge culture

Descripción de la vacante

SupportYourApp, a global Intelligent Support-as-a-Service leader, seeks a T3 Support Engineer to join our multicultural, multilingual team and work from a home office. You will resolve escalations, analyze logs, and implement safe fixes across web, mobile, and API layers to support clients worldwide.

You will use SQL, PHP/JS/TS, and cloud tooling (AWS, Sentry, Grafana) to troubleshoot and communicate clearly with customers, escalating when needed.

Formación

• Excellent English skills (C1) for spoken and written communication.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production-scale relational databases.
• Ability to explain technical concepts clearly to customers.
• Familiarity with AWS or another cloud provider and monitoring tools.

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 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

Conocimientos

English (C1)

SQL skills

Troubleshooting

Code-reading

Herramientas

Sentry

Grafana

AWS

GraphQL debugging

REST API debugging

Descripción del empleo

SupportYourApp, a global Intelligent Support-as-a-Service leader, seeks a T3 Support Engineer to join our multicultural, multilingual team and work from a home office. You will resolve escalations, analyze logs, and implement safe fixes across web, mobile, and API layers to support clients worldwide.

You will use SQL, PHP/JS/TS, and cloud tooling (AWS, Sentry, Grafana) to troubleshoot and communicate clearly with customers, escalating when needed.