Remote Technical Support Engineer — PHP/JS, SQL, AWS

SupportYourApp; México; Remote; MXN 979,000 - 1,469,000; Full time

Benefits offered by this job

Rewards for referring friends

Remote work from EU

No time-tracking requirements

Balance between project workload and个人

Job summary

SupportYourApp in Mexico is seeking a Technical Support Engineer to troubleshoot backend issues, run queries on production databases, and collaborate with engineering teams to resolve escalations. You will work in a multilingual environment and support clients across SaaS and other software solutions.

The role requires strong English skills (C1), 2+ years of customer-facing technical support experience, and hands-on SQL knowledge.

Qualifications

• 2+ years of customer-facing experience in L1/L2 (or L3) technical support.
• Excellent English skills (C1) in speaking and writing.
• Strong SQL skills with production-relational databases.
• Familiarity with AWS or another cloud provider.
• Ability to explain technical concepts clearly and concisely.

Responsibilities

• Investigate and troubleshoot issues escalated from L1 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 KPIs.

Skills

English proficiency

Customer-facing experience

Troubleshooting

Tools

SQL

AWS

Sentry

Grafana

Job description

SupportYourApp in Mexico is seeking a Technical Support Engineer to troubleshoot backend issues, run queries on production databases, and collaborate with engineering teams to resolve escalations. You will work in a multilingual environment and support clients across SaaS and other software solutions.

The role requires strong English skills (C1), 2+ years of customer-facing technical support experience, and hands-on SQL knowledge.