T3 Support Engineer, Fluent English

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

📋 Description

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

• Reproduce bugs across web administration consoles, mobile applications, and back-end APIs.

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

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

• Implement minor, low-risk fixes, which include configuration adjustments, data corrections, and specific code patches.

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

• Monitor incidents and outages until resolution, utilizing monitoring and error-tracking tools to confirm fixes.

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

• Possess a thorough understanding of client solutions while meeting key performance indicators (KPIs).

• Collaborate with SupportYourApp’s diverse international clients and teams in a multicultural setting.

⛳️ Requirements

• Proficient in English (minimum C1 level for both spoken and written communication).

• Background in Technical Support, Site Reliability Engineering (SRE), or Engineering, with robust troubleshooting and code-reading capabilities.

• Demonstrated experience in customer-facing roles within technical support or customer service.

• Strong SQL proficiency and experience with production-scale relational databases.

• Customer-centric mindset and exceptional communication skills.

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

• Working knowledge of PHP and/or JavaScript/TypeScript.

• Familiarity with AWS or another cloud service provider, including logs, services, and secrets management.

• Experience with Sentry or similar error-tracking tools, as well as Grafana or similar monitoring solutions.

• Strong written communication skills with the capability to document technical findings effectively.

• Excellent analytical thinking and research abilities.

• Skill in recognizing when escalation to the Engineering team is necessary.

• Positive, proactive, and responsible work ethic.

• Personal computer equipped with a minimum of 8GB of RAM.

• Reliable internet connection with at least 45 Mbps download and 20 Mbps upload speeds.

• Preferred: experience supporting a mobile application (React Native or similar).

• Preferred: familiarity with GraphQL and REST API debugging.

• Preferred: experience with analytical or columnar databases such as ClickHouse or BigQuery.

• Preferred: prior experience in a monolithic-plus-services architecture.

🏝️ Benefits

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

• Opportunity to work fully remotely from within the EU.

• Inclusive international work environment.

• Compensation provided in USD.

• Referral rewards for bringing friends on board.

• Balance between project workload and personal time.

• Internal health policy benefits.

• Responsive leadership dedicated to your professional development and long-term collaboration.

• Supportive conditions for self-development.

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

• Home office arrangement available.