Remote Tier 3 Support Engineer for SaaS & APIs

SupportYourApp

Katowice

Remote

PLN 163,000 - 257,000

Full time

6 days ago

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Benefits offered by this job

Fixed schedule

Remote from EU

USD compensation

Referral rewards

Work-life balance

Leadership development

Self-development culture

No time tracking

Job summary

SupportYourApp invites a proactive T3 Support Engineer to join our multilingual team, delivering expert technical and customer support for clients across 60 languages. This home-office role values proactive problem-solving and clear communication.

We offer fully remote work from the EU, USD compensation, and a culture built on trust with leadership that supports your development. You will troubleshoot, investigate incidents, write runbooks, and collaborate with Engineering to resolve complex

Qualifications

Excellent English skills (C1) in speaking and writing.
Experience in Technical Support, SRE, or Engineering.
Proven customer-facing experience in a technical support or customer support role.
Strong SQL skills and experience with production-scale relational databases.
Strong customer-focused approach and clear communication.
Ability to explain technical concepts in a clear, simple, and customer-friendly manner.
Working knowledge of PHP and/or JavaScript/TypeScript.
Familiarity with AWS or another cloud provider, 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 an escalation to the Engineering team 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, 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 KPI