T3 Support Engineer, Fluent English

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

📋 Description

• Investigate and resolve issues referred from T1, focusing on backend systems, databases, and cross-system integrations.

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

• Analyze 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 fixes, which may include configuration adjustments, data corrections, and targeted code patches.

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

• Monitor incidents and outages through resolution, utilizing monitoring and error-tracking tools to verify solutions.

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

• Possess a thorough understanding of client solutions and achieve KPIs.

• Provide technical and customer support in a multicultural and multilingual setting for SupportYourApp's technology clients.

⛳️ Requirements

• Exceptional English language skills (minimum C1 level for both spoken and written communication).

• Experience in Technical Support, SRE, or Engineering, with robust troubleshooting and code-reading abilities.

• Proven experience in customer-facing roles within technical support or customer support.

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

• Customer-centric approach accompanied by excellent communication skills.

• Capability to articulate technical concepts in a clear, straightforward, and customer-friendly manner.

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

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

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

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

• Strong analytical thinking and research abilities.

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

• Experience in supporting a mobile application (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 or BigQuery is beneficial.

• Previous experience with monolith-plus-services architecture is an advantage.

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international work environment.

• Compensation provided in USD.

• Rewards available for referring friends.

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

• Responsive leadership committed to your professional growth and enduring collaboration.

• Supportive conditions for self-development.

• A culture founded on trust, with no requirements for time tracking.

• Conditions regarding personal computer requirements and stable internet connection may apply to engagement terms.