T3 Support Engineer, Fluent English

This is a fully remote position, open to applicants in France, +2 more countries.

📋 Description

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

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

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

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

• Implement minor, low-risk solutions, including configuration modifications, data corrections, and targeted code patches.

• Escalate intricate issues to Engineering with thorough 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.

• Retain a comprehensive understanding of client solutions and achieve KPIs.

⛳️ Requirements

• Proficient English skills (at least C1 for both spoken and written communication).

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

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

• Basic understanding of PHP and/or JavaScript/TypeScript.

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

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

• Strong written communication abilities and capacity to document technical findings clearly.

• Excellent analytical thinking and research skills.

• Capability to discern when escalation to the Engineering team is necessary.

• Positive, proactive, and responsible demeanor.

• 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 an advantage.

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

• Experience with analytical/columnar databases like ClickHouse or BigQuery is beneficial.

• Background in a monolith-plus-services architecture organization is an added advantage.

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international work environment.

• Compensation in USD.

• Rewards for referring friends.

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

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

• Growth opportunities for self-development.

• Culture based on trust, without time-tracking requirements.

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