T3 Support Engineer, Fluent English

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

📋 Description

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

• Replicate bugs across web admin interfaces, mobile applications, and backend APIs.

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

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

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

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

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

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

• Possess a comprehensive understanding of client solutions and meet 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, with strong troubleshooting and code comprehension abilities.

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

• Familiarity with PHP and/or JavaScript/TypeScript.

• Knowledge of AWS or another cloud service provider, including logs, services, and secrets management.

• Experience with Sentry or similar error-tracking platforms and Grafana or similar monitoring solutions.

• Strong written communication skills, capable of clearly documenting technical insights.

• Excellent analytical thinking and research capabilities.

• Ability to discern when escalation to the Engineering team is warranted.

• Positive, proactive, and responsible demeanor.

• Personal computer with a minimum of 8GB RAM.

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

• Experience in 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 such as ClickHouse or BigQuery is beneficial.

• Prior exposure to monolith-plus-services architecture is an added advantage.

🏝️ Benefits

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

• Opportunity to work fully remotely from the EU.

• Inclusive international workplace environment.

• Compensation provided in USD.

• Rewards for referring friends.

• Healthy balance between project workload and personal time.

• Internal health policy.

• Leadership that is responsive and invested in your professional growth and long-term collaboration.

• Supportive atmosphere for self-development.

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

• Personal computer and stable internet connection requirements may be supported based on the engagement agreement; specific benefits and conditions vary according to engagement terms.