Senior T3 Support Engineer — Remote

SupportYourApp; Tijuana; Remote; MXN 720.000 - 1.261.000; Vollzeit

Benefits dieser Stelle

Remote from EU

USD compensation

Referral program

International team

Zusammenfassung

SupportYourApp is seeking a T3 Support Engineer to join our global team and troubleshoot escalated issues across web apps, mobile apps, and APIs. You will work with production databases, logs, and monitoring tools to validate fixes and improve runbooks.

The role requires excellent English (C1), solid troubleshooting, and customer-facing experience. Remote work from the EU is offered with USD compensation and a supportive, multilingual culture.

Qualifikationen

• Excellent English skills (C1) in speech and writing.
• 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-scale relational databases.

Aufgaben

• 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.

Kenntnisse

SQL

English (C1)

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

Troubleshooting

Customer support

Code reading

Tools

Sentry

Grafana

AWS

Jobbeschreibung

SupportYourApp is seeking a T3 Support Engineer to join our global team and troubleshoot escalated issues across web apps, mobile apps, and APIs. You will work with production databases, logs, and monitoring tools to validate fixes and improve runbooks.

The role requires excellent English (C1), solid troubleshooting, and customer-facing experience. Remote work from the EU is offered with USD compensation and a supportive, multilingual culture.