T3 Support Engineer, Fluent English

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

📋 Description

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

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

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

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

• Implement minor, low-risk fixes, including 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, 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 fulfill KPIs.

• Collaborate with SupportYourApp clients and internal Engineering teams within a global support context.

⛳️ Requirements

• Exceptional English proficiency (minimum C1 level in both spoken and written communication).

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

• Demonstrated experience in customer-facing technical support or customer service roles.

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

• Customer-focused mindset complemented by excellent communication skills.

• Ability to articulate technical concepts in a clear, simple, and 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 using Sentry or similar error-tracking tools, as well as Grafana or comparable monitoring tools.

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

• Excellent analytical thinking and research capabilities.

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

• Positive, proactive, and responsible attitude.

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

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

• Experience supporting mobile applications (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 a plus.

• Previous experience in a company with a monolith-plus-services architecture is a plus.

🏝️ Benefits

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

• Fully remote cooperation opportunity from the EU.

• Inclusive international work environment.

• Compensation in USD.

• Referral rewards for introducing friends.

• Balance between project workload and personal time.

• Internal health policy.

• Responsive leadership keen on your development and fostering long-term cooperation.

• Supportive environment for self-development.

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

• Home office arrangement.