Senior Tier 3 Support Engineer - Remote

Supportyourapp-1; Wrocław; À distance; PLN 234 000 - 351 000; Plein temps

Avantages offerts par ce poste

Remote work from EU

USD compensation

Rewards for referring friends

Work-life balance

Résumé du poste

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies across 60 languages to support clients. Join as a T3 Support Engineer and thrive in a multicultural, multilingual environment with a home office option.

Key responsibilities include troubleshooting backend issues, SQL data validation, and documentation. The role emphasizes strong English, SQL, PHP/JS knowledge, AWS familiarity, and clear customer communication. Remote from EU is supported.

Qualifications

• Excellent English skills (C1) for speaking and writing.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting and code-reading skills.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production-scale relational databases.
• Strong customer-focused approach and communication skills.
• Ability to explain technical concepts clearly to customers.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or another cloud provider, including logs and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication and ability to document findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when escalation to Engineering is required.
• Positive, proactive and responsible attitude.
• Personal computer with at least 8GB RAM and stable internet.

Responsabilités

• 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 and findings.
• Track incidents and outages through resolution using monitoring tools.
• Maintain and expand internal runbooks and knowledge bases to reduce escalations.
• Maintain deep understanding of client solutions and meet KPI.

Connaissances

English C1 proficiency

Technical support

SRE/Engineering

SQL skills

PHP/JS/TS

AWS

Sentry/Grafana

Documentation

Analytical thinking

Communication

Escalation awareness

Customer focus

Remote work readiness

Outils

AWS

Sentry

Grafana

Description du poste

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies across 60 languages to support clients. Join as a T3 Support Engineer and thrive in a multicultural, multilingual environment with a home office option.

Key responsibilities include troubleshooting backend issues, SQL data validation, and documentation. The role emphasizes strong English, SQL, PHP/JS knowledge, AWS familiarity, and clear customer communication. Remote from EU is supported.