Remote T3 Support Engineer (SQL, API & Cloud)

SupportYourApp; Tijuana; A distancia; MXN 1.087.000 - 1.630.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fixed schedule: Mon-Fri, 22:30–07:00 (

Remote from EU

Inclusive international environment

Compensation in USD

Rewards for referring friends

No time-tracking

Descripción de la vacante

SupportYourApp, a global Intelligent Support-as-a-Service leader, invites you to join as a T3 Support Engineer. Thrive in a multicultural, multilingual team while working from home with EU-wide remote options.

You will investigate escalations from T1, troubleshoot backend and databases, run production queries, document findings, and contribute to runbooks and knowledge bases to reduce future incidents.

Formación

• Experience in Technical Support, SRE, or Engineering and strong troubleshooting.
• Customer-facing experience in a technical support role.
• Solid SQL skills and production databases experience.
• Clear communication and ability to explain tech to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript; AWS familiarity.

Responsabilidades

• Investigate and troubleshoot escalations from T1 involving backend and databases.
• Reproduce bugs across web admin consoles, mobile apps, and APIs.
• Analyze logs and metrics to identify root causes.
• Query production databases to validate data issues.
• Implement small fixes and document findings for Engineering.
• Escalate complex issues with clear documentation.
• Track incidents through resolution using monitoring tools.
• Maintain runbooks and knowledge bases to reduce repeats.
• Maintain understanding of client solutions and KPIs.

Conocimientos

Technical Support

SRE

Troubleshooting

Customer-facing

English (C1)

Code-reading

Communication

Problem-solving

Documentation

Remote collaboration

Herramientas

SQL

PHP

JavaScript

TypeScript

AWS

Sentry

Grafana

Git

Descripción del empleo

SupportYourApp, a global Intelligent Support-as-a-Service leader, invites you to join as a T3 Support Engineer. Thrive in a multicultural, multilingual team while working from home with EU-wide remote options.

You will investigate escalations from T1, troubleshoot backend and databases, run production queries, document findings, and contribute to runbooks and knowledge bases to reduce future incidents.