Remote T3 Support Engineer - Global SaaS Expert

Supportyourapp-1; Porto; Remote; EUR 53,000 - 80,000; Full time

Benefits offered by this job

Night shift schedule (GMT+11)

Remote work from EU

USD compensation

Referral rewards

Supportive leadership & self‑dev

Trust-based culture

Job summary

SupportYourApp is hiring a T3 Support Engineer to join a multilingual, global team. The role emphasizes technical troubleshooting across backend, databases, and APIs, with a strong customer-facing component and hands-on fixes.

You’ll work remotely from the EU, handle production issues, and collaborate with Engineering to resolve complex problems, while maintaining runbooks and client know-how.

Qualifications

• Excellent English skills (C1) in speaking and writing.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting.
• Proven customer-facing experience in a technical support role.
• Strong SQL skills and experience with production-scale relationalDBs.
• 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.
• Analytical thinking and research skills.

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

Skills

English C1

Troubleshooting

SQL

PHP/JS/TS

AWS

Sentry

Grafana

Customer-facing

Documentation

Monitoring/logs

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is hiring a T3 Support Engineer to join a multilingual, global team. The role emphasizes technical troubleshooting across backend, databases, and APIs, with a strong customer-facing component and hands-on fixes.

You’ll work remotely from the EU, handle production issues, and collaborate with Engineering to resolve complex problems, while maintaining runbooks and client know-how.