T3 Support Engineer — Remote (Backend & API)

SupportYourApp; México; Teletrabalho; MXN 734 000 - 1 285 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work from EU

USD compensation

No time-tracking

Resumo da oferta

SupportYourApp is seeking a T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will investigate and troubleshoot escalated issues across web admin consoles, mobile apps, and backend APIs, reproduce bugs, analyze logs, and implement small fixes while coordinating with Engineering.

You must have strong SQL, excellent English (C1), customer-facing experience, and familiarity with PHP/JavaScript/TypeScript, AWS, and monitoring tools like Sentry and Grafana.

Qualificações

• Excellent English with C1 level for speaking and writing.
• Experience in Technical Support, SRE, or Engineering.
• Proven customer-facing experience in technical support.
• Strong SQL skills and experience with production databases.
• Ability to explain technical concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS and cloud services.
• Experience with error-tracking tools like Sentry and monitoring with Grafana.
• Strong written communication and documentation skills.
• Analytical thinking and research skills.
• Ability to escalate to Engineering when needed.
• Positive, proactive attitude.

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

Conhecimentos

SQL skills

English (C1)

Technical support

Customer-facing

PHP/JS/TS

AWS

Sentry/Grafana

Ferramentas

Sentry

Grafana

Descrição da oferta de emprego

SupportYourApp is seeking a T3 Support Engineer to join a global Intelligent Support-as-a-Service team. You will investigate and troubleshoot escalated issues across web admin consoles, mobile apps, and backend APIs, reproduce bugs, analyze logs, and implement small fixes while coordinating with Engineering.

You must have strong SQL, excellent English (C1), customer-facing experience, and familiarity with PHP/JavaScript/TypeScript, AWS, and monitoring tools like Sentry and Grafana.