Senior T3 Support Engineer - Global Remote

SupportYourApp; México; À distance; MXN 1 102 000 - 1 653 000; Plein temps

Résumé du poste

SupportYourApp is a global Intelligent Support-as-a-Service leader delivering secure customer and technical support for tech companies worldwide. Join our T3 Support Engineer team and thrive in a multicultural, multilingual environment with a home office setup.

You will investigate issues escalated from T1, troubleshoot across backend systems, databases, and APIs, and contribute to knowledge bases while maintaining a strong customer focus and KPI-driven performance.

Qualifications

• Excellent English skills (C1 for spoken and written)
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting and code-reading skills
• Proven customer-facing experience in a technical support or customer support role
• Strong SQL skills and experience with production-relational databases
• Familiarity with AWS or another cloud provider, including logs
• Experience with Sentry or similar error-tracking tools and Grafana or monitoring tools
• Strong written communication and ability to document findings clearly
• Ability to explain technical concepts clearly to customers
• Ability to escalate to Engineering when required

Responsabilités

• Investigate and troubleshoot issues escalated from T1 across backend, databases, and 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 fixes, including configuration changes and data patches
• Escalate complex issues to Engineering with clear documentation
• Track incidents and outages through resolution using monitoring tools
• Maintain runbooks and knowledge bases to reduce escalations
• Maintain deep understanding of client solutions and meet KPI

Connaissances

Excellent English (C1)

Technical Support/ SRE/ Engineering

SQL skills

Strong communication

Analytical thinking

Problem solving

Outils

AWS

Sentry

Grafana

Description du poste

SupportYourApp is a global Intelligent Support-as-a-Service leader delivering secure customer and technical support for tech companies worldwide. Join our T3 Support Engineer team and thrive in a multicultural, multilingual environment with a home office setup.

You will investigate issues escalated from T1, troubleshoot across backend systems, databases, and APIs, and contribute to knowledge bases while maintaining a strong customer focus and KPI-driven performance.