SaaS Backend Engineer — Support & Incident Resolution (Remote)

SupportYourApp

United States

Remote

USD 90,000 - 130,000

Full time

42 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Fully remote

International environment

Referral rewards

Qualifications

2+ года опыта backend‑разработки.
Владение Java, Spring Boot и MongoDB.
Отличные знания английского языка (C1) как устной, так и письменной.
Способность работать независимо и обрабатывать L2‑запросы поддержки.
Понимание on‑premise инфраструктуры: балансировщики нагрузки, очереди, кластеризация.
Позитивный, ответственный подход к работе.

Responsibilities

Обеспечение технической поддержки клиентов по звонкам, чатам и email.
Разработка и поддержка backend‑сервисов на Java/Spring Boot, APIs, MongoDB, Kafka.
Предоставление L2‑поддержки во время инцидентов через Zoho Desk.
Взятие на себя эскалированных технических вопросов от расследования до решения.
Анализ и диагностика сложных технических проблем.
Консультирование клиентских команд по сбору диагностических данных.
Сотрудничество с L1‑поддержкой, ИТ‑командами клиентов и внутренними разработчиками.
Устранение системных проблем в локальной инфраструктуре (load balancer, clustering, очереди).

Skills

English (C1)

Backend development

Problem solving

Independence

L2 support

Tools

Java

Spring Boot

MongoDB

Kafka

Groovy

Kubernetes/OpenShift

Job description

Описание:

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries.

Задачи:

Provide exceptional technical support via calls, chats and emails;
Develop and maintain backend services using Java, Spring Boot, APIs, MongoDB, and Kafka;
Provide L2 technical support to customers during incidents via Zoho Desk;
Assume ownership of escalated technical issues from investigation to resolution;
Analyze and diagnose technical issues of various complexity;
Guide customer technical teams in collecting the diagnostic data needed to resolve complex cases;
Collaborate with L1 support, customer IT teams, and internal developers to resolve issues efficiently;
Communicate internally via Slack and manage tasks in JIRA;
Troubleshoot system issues across on-premise setups, including load balancers, clustering, and queues

Требования:

Excellent English skills (at least C1 for both spoken and written);
2+ years of experience in backend software development;
Proficiency in Java, Spring Boot, and MongoDB;
Strong problem-solving skills and the ability to guide customers through troubleshooting;
Understanding of on-premise IT infrastructure, including load balancers, queues, and clustering;
Ability to work independently and handle L2 support tickets as needed;
Positive, proactive and responsible attitude;
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps-download and 20 Mbps-upload) Будет плюсом: Experience with Kafka framework and Groovy scripting; Knowledge of Kubernetes, OpenShift, or other containerized environments; Experience in performance tuning; Understanding of financial sector derivatives

Условия:

Fixed schedule: Monday-Friday, 1 AM - 9AM UTC;
Opportunity to cooperate fully remotely;
Inclusive international environment;
Compensation in USD;
Rewards for referring friends;
Balance between project workload and personal time, but also - internal health policy;
Responsive leadership interested in your development and long-lasting cooperation;
Greenhouse conditions for self-development;
A culture built on trust, with no time-tracking requirements