T3 Support Engineer, Fluent English

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

📋 Description

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

• Reproduce bugs found across web admin consoles, mobile applications, and backend APIs.

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

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

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

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

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

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

• Maintain a thorough understanding of client solutions and meet key performance indicators (KPIs).

• Provide technical support and help ensure customer satisfaction for SupportYourApp’s technology clients.

⛳️ Requirements

• Excellent command of English (at least C1 level for both speaking and writing).

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

• Proven experience in a customer-facing technical support or customer service role.

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

• Customer-focused mindset and exceptional communication abilities.

• Capability to explain technical concepts in a straightforward, customer-friendly manner.

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

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

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

• Strong written communication skills and the ability to document technical findings clearly.

• Analytical thinking and research skills.

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

• Positive, proactive, and responsible attitude.

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

• Experience supporting a mobile app (such as React Native or similar) is an advantage.

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

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

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

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international environment.

• Compensation in USD.

• Rewards for referring friends.

• Balance between project workload and personal time, along with an internal health policy.

• Responsive leadership committed to your development and long-term cooperation.

• Supportive conditions for personal growth.

• A culture built on trust, with no time-tracking requirements.

• Home office arrangement.