T3 Support Engineer, Fluent English

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

📋 Description

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

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

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

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

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

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

• Track 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.

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

• Provide technical support for SupportYourApp’s clients and their software, SaaS, or hardware solutions.

⛳️ Requirements

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

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

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

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

• Customer-focused mindset with excellent communication skills.

• Ability to articulate technical concepts in a straightforward, customer-friendly manner.

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

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

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

• Strong writing skills and the capacity to document technical findings clearly.

• Exceptional analytical thinking and research abilities.

• Ability to discern when 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 speed.

• Preferred: experience supporting a mobile application, familiarity with GraphQL and REST API debugging, experience with analytical/columnar databases like ClickHouse or BigQuery, and exposure to monolith-plus-services architecture.

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international workplace environment.

• Compensation offered in USD.

• Rewards program for referring friends.

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

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

• Supportive conditions for self-development.

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

• Requirements for personal computers and stable internet connections may be supported or governed by engagement terms; specific benefits and conditions are outlined in the agreement.

• Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these.