T3 Support Engineer, Fluent English

This is a fully remote position, open to applicants in Lithuania, +5 more countries.

📋 Description

• Investigate and resolve issues that have been escalated from Tier 1, focusing on 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 pinpoint root causes.

• Query production databases in a read-only mode to verify data-related problems.

• Implement minor, low-risk fixes, which may include configuration changes, data corrections, and targeted 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.

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

⛳️ Requirements

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

• Background in Technical Support, Site Reliability Engineering (SRE), or Engineering.

• Exceptional troubleshooting abilities and code-reading skills.

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

• 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 solutions.

• Experience with Grafana or comparable monitoring tools.

• Excellent written communication skills, with the ability to document technical findings clearly.

• Strong analytical thinking and research capabilities.

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

• Positive, proactive, and responsible attitude.

• Personal computer with a minimum of 8GB RAM.

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

• Preferred: experience in supporting mobile applications, such as React Native or similar frameworks.

• Preferred: familiarity with GraphQL and REST API debugging.

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

• Preferred: experience in a monolith-plus-services architecture.

🏝️ 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 for referring friends to join the team.

• Balance between project workload and personal time.

• Internal health policy to support employee well-being.

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

• Supportive conditions for self-development.

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

• Requirements for personal computer and stable internet connection; no equipment allowance specified.