T3 Support Engineer, Fluent English

This is a fully remote position, open to applicants in Bulgaria, +4 more countries.

📋 Description

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

• Reproduce bugs across 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, including configuration updates, data corrections, and specific code patches.

• Forward complex issues to the Engineering team with thorough documentation and findings.

• Monitor incidents and outages through to resolution using monitoring and error-tracking tools to confirm fixes.

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

• Develop a comprehensive understanding of client solutions and consistently meet KPIs.

⛳️ 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 comprehension abilities.

• Strong SQL skills along with experience working with production-scale relational databases.

• Familiarity with PHP and/or JavaScript/TypeScript.

• Knowledge of AWS or another cloud service provider, including logs, services, and secrets management.

• Experience using Sentry or similar error-tracking tools and Grafana or comparable monitoring solutions.

• Excellent written communication skills, capable of documenting technical findings clearly.

• Strong analytical thinking and research capabilities.

• Ability to recognize when escalation to the Engineering team is necessary.

• A positive, proactive, and responsible approach to work.

• Personal computer with a minimum of 8GB RAM.

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

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

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

• Experience with analytical/columnar databases such as ClickHouse or BigQuery is a bonus.

• Previous exposure to monolith-plus-services architecture is desirable.

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international work environment.

• Compensation provided in USD.

• Rewards available for referring friends.

• Balance between project workload and personal time.

• Internal health policy in place.

• Responsive leadership committed to your growth and long-term collaboration.

• Encouraging environment for self-development.

• Culture founded on trust, with no time-tracking requirements.

• Potential benefits and conditions may vary based on engagement terms; independent contractors may not qualify for all employee benefits.

• Clear articulation of compensation, benefits, and work conditions in the agreement if selected.