Remote T3 Support Engineer - Troubleshoot & Optimize Systems

Supportyourapp-1; Monterrey; A distancia; MXN 1.457.000 - 2.185.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fixed schedule (EU remote)

Remote from EU

USD compensation

Referral rewards

Work-life balance

Descripción de la vacante

SupportYourApp is hiring a T3 Support Engineer to join a multicultural, multilingual, fully remote team from the EU. You will troubleshoot complex backend and database issues, reproduce bugs across web and mobile apps, and document findings for engineering escalation. Strong SQL, cloud, and coding knowledge are essential.

This role offers USD compensation and a flexible, trust-based work culture. Join a global leader in Intelligent Support-as-a-Service, collaborating with top tech clients.

Formación

• Excellent English skills (C1 or higher) for spoken and written communication.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in technical support.
• Strong SQL skills 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 and logs/services.
• Experience with Sentry or similar error-tracking tools and Grafana.
• Strong written communication and documentation skills.
• Analytical thinking and proactive problem solving.
• Ability to identify when escalation to Engineering is required.

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 and data corrections.
• Escalate complex issues to Engineering with clear documentation and findings.
• Track incidents and outages through resolution using monitoring tools.
• Maintain and expand internal runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and meet KPI.

Descripción del empleo

SupportYourApp is hiring a T3 Support Engineer to join a multicultural, multilingual, fully remote team from the EU. You will troubleshoot complex backend and database issues, reproduce bugs across web and mobile apps, and document findings for engineering escalation. Strong SQL, cloud, and coding knowledge are essential.

This role offers USD compensation and a flexible, trust-based work culture. Join a global leader in Intelligent Support-as-a-Service, collaborating with top tech clients.