Remote T3 Support Engineer - Global SaaS Helpdesk

Hammerjack Pty Ltd; Philippines; Remote; PHP 3,781,000 - 5,671,000; Full time

Benefits offered by this job

Fully remote from EU

USD compensation

Flexible schedule

Professional growth

Job summary

SupportYourApp is seeking a T3 Support Engineer to troubleshoot backend systems, analyze logs, and fix issues across web, mobile, and APIs. The role requires strong SQL skills, experience in technical support or SRE, and the ability to explain complex concepts clearly to customers. Remote work from EU is offered with competitive USD compensation.

You will work with cross-functional teams, maintain runbooks, and expand knowledge bases while upholding customer satisfaction and KPI targets.

Qualifications

• Excellent English skills (C1) for spoken and written communication.
• 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.
• Ability to explain technical concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or other cloud providers, including logs, services, and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication skills and ability to document technical findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.
• Positive, proactive and responsible attitude.

Responsibilities

• 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.
• Track incidents and outages through resolution, using monitoring and error-tracking tools.
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations.

Skills

English (C1)

Troubleshooting

Customer-facing

Code reading

Analytical thinking

Documentation

Problem solving

Tools

SQL

PHP

JavaScript/TypeScript

AWS

Sentry

Grafana

GraphQL

REST API

ClickHouse

BigQuery

Job description

SupportYourApp is seeking a T3 Support Engineer to troubleshoot backend systems, analyze logs, and fix issues across web, mobile, and APIs. The role requires strong SQL skills, experience in technical support or SRE, and the ability to explain complex concepts clearly to customers. Remote work from EU is offered with competitive USD compensation.

You will work with cross-functional teams, maintain runbooks, and expand knowledge bases while upholding customer satisfaction and KPI targets.