T3 Support Engineer - Remote, Global SaaS Support

Supportyourapp-1; Sintra; Remote; EUR 62,000 - 89,000; Full time

Benefits offered by this job

Fixed schedule: Monday–Friday, 10:30PM

Remote work from EU

USD salary

Referral rewards

Work-life balance

Self-development culture

Trust-based culture

Job summary

SupportYourApp is seeking a T3 Support Engineer to troubleshoot backend systems, databases, and cross-system integrations while providing exceptional customer support. You will reproduce issues in web, mobile, and APIs, analyze logs and metrics, and implement safe fixes.

Strong English, SQL, and cloud familiarity (AWS) are required, with experience in SRE or engineering and clear documentation skills. This role offers fully remote work from EU, a USD salary, and a collaborative, multi-language

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 or customer support role.

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.

Skills

English language proficiency

Technical Support

SRE/Engineering experience

SQL skills

Customer-focused

Explain technical concepts

Written communication

Analytical thinking

Escalation to Engineering

Tools

Sentry

Grafana

AWS

Job description

SupportYourApp is seeking a T3 Support Engineer to troubleshoot backend systems, databases, and cross-system integrations while providing exceptional customer support. You will reproduce issues in web, mobile, and APIs, analyze logs and metrics, and implement safe fixes.

Strong English, SQL, and cloud familiarity (AWS) are required, with experience in SRE or engineering and clear documentation skills. This role offers fully remote work from EU, a USD salary, and a collaborative, multi-language