T3 Support Engineer, Fluent English

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

📋 Description

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

• Reproduce bugs across web administration 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 verify data-related issues.

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

• Escalate complex issues to the Engineering team 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.

• Develop a comprehensive understanding of client solutions while meeting key performance indicators (KPIs).

⛳️ Requirements

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

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

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

• Basic 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 other monitoring platforms.

• Excellent written communication skills and the ability to document technical observations clearly.

• Strong analytical thinking and research capabilities.

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

• Positive, proactive, and responsible demeanor.

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

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

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

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

• Experience with analytical or columnar databases such as ClickHouse or BigQuery is beneficial.

• Prior exposure to monolith-plus-services architecture is a plus.

🏝️ Benefits

• Fixed working hours: Monday to Friday, 10:30 PM - 7 AM GMT+10.

• Opportunity to work fully remotely from the EU.

• Inclusive international workplace environment.

• Compensation provided in USD.

• Rewards program for referring friends.

• Balance between project workload and personal time.

• Internal health policy in place.

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

• Environment conducive to self-development.

• Trust-based culture with no time-tracking requirements.

• Personal computer and stable internet connection are prerequisites for the role.

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