T3 Support Engineer, Fluent English

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

📋 Description

• Investigate and resolve issues escalated from Level 1 support, 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 capacity to verify data-related issues.

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

• Escalate complex challenges to the Engineering team with thorough documentation and findings.

• Monitor incidents and outages until resolution, utilizing monitoring and error-tracking tools to confirm fixes.

• Enhance and maintain internal runbooks and knowledge bases to minimize recurring escalations.

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

⛳️ Requirements

• Excellent command of English (minimum C1 level for both spoken and written communication).

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

• Proven experience in a customer-facing role within technical support or customer assistance.

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

• A customer-centric mindset paired with exceptional communication skills.

• Ability to convey 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 comparable error-tracking tools, as well as Grafana or similar monitoring tools.

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

• Excellent analytical thinking and research capabilities.

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

• Positive, proactive, and responsible attitude.

• Personal computer with a minimum of 8GB RAM and a stable internet connection (at least 45 Mbps download and 20 Mbps upload).

• Experience supporting a mobile application (React Native or similar) is advantageous.

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

• Experience with analytical or columnar databases (ClickHouse, BigQuery, etc.) is a plus.

• Prior experience in a company utilizing a monolith-plus-services architecture is a plus.

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international work environment.

• Compensation provided in USD.

• Incentives for referring friends.

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

• Responsive leadership invested in your growth and long-term collaboration.

• Supportive environment for self-development.

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