T3 Support Engineer, Fluent English

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Investigate and resolve issues escalated from Tier 1 support related to backend systems, databases, and cross-system integrations.

• Reproduce bugs found in web admin interfaces, mobile applications, and backend APIs.

• Analyze logs, error traces, and performance metrics to determine root causes.

• Query production databases in read-only mode to verify data-related issues.

• Implement minor, low-risk fixes such as configuration changes, data corrections, and targeted code patches.

• Escalate complex problems to the Engineering team with comprehensive documentation and findings.

• Monitor incidents and outages until resolution using tracking tools to confirm fixes.

• Continuously update and enhance internal runbooks and knowledge bases to minimize recurring escalations.

• Maintain a thorough understanding of client solutions while achieving key performance indicators (KPIs).

⛳️ Requirements

• Exceptional English proficiency (minimum C1 level in both spoken and written communication).

• Background in Technical Support, Site Reliability Engineering (SRE), or Engineering, with strong troubleshooting and code comprehension abilities.

• Demonstrated customer-facing experience in a technical support or customer service capacity.

• Proficient SQL skills and experience with production-grade relational databases.

• Strong customer-centric approach coupled with excellent communication capabilities.

• Ability to articulate technical concepts in a clear, straightforward, and customer-friendly manner.

• Familiarity with PHP and/or JavaScript/TypeScript.

• Knowledge of AWS or other cloud services, including logs, services, and security management.

• Experience with Sentry or similar error-tracking platforms and Grafana or comparable monitoring tools.

• Strong written communication skills with the ability to document technical insights clearly.

• Excellent analytical and research abilities.

• Capability to recognize when an escalation to the Engineering team is necessary.

• A positive, proactive, and responsible demeanor.

• Personal computer with at least 8 GB of RAM and a reliable internet connection (minimum 45 Mbps download and 20 Mbps upload).

• Experience supporting a mobile application (such as React Native or similar) is advantageous.

• Familiarity with GraphQL and REST API debugging is a plus.

• Experience with analytical or columnar databases (like ClickHouse, BigQuery, etc.) is a plus.

• Prior experience in a company with a monolithic-plus-services architecture is a plus.

🏝️ Benefits

• Fixed schedule: Monday–Friday, from 10:30 PM to 7 AM GMT+11.

• Opportunity to work fully remotely from within the EU.

• Inclusive international work environment.

• Compensation in USD.

• Rewards for referring friends.

• A balance between project workload and personal time, alongside an internal health policy.

• Supportive leadership focused on your growth and long-term collaboration.

• An environment conducive to self-development.

• A culture founded on trust, without time-tracking requirements.