(Fluent English) T3 Support Engineer (EU, Remote)

SupportYourApp

4d • Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. Join our community as a T3 Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Requirements

• Excellent English skills (at least C1 for both spoken and written).
• Experience in Technical Support, SRE, or Engineering, with strong troubleshooting and code-reading skills.
• Strong SQL skills and experience with production-scale relational databases.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or another cloud provider, including logs, services, and secrets.
• Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
• Strong written communication skills and ability to document technical findings clearly.
• Strong analytical thinking and research skills.
• Ability to identify when an escalation to the Engineering team is required.
• Positive, proactive and responsible attitude.
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload).

Nice To Haves

• Experience supporting a mobile app (React Native or similar).
• Exposure to GraphQL and REST API debugging.
• Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.).
• Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries.

Responsibilities

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations.
• Reproduce bugs across web admin consoles, mobile apps, and backend APIs.
• Analyze logs, error traces, and metrics to identify root causes.
• Query production databases (read-only) to validate data-related issues.
• Implement small, low-risk fixes, including configuration changes, data corrections, and targeted code patches.
• Escalate complex issues to Engineering with clear documentation and findings.
• Track incidents and outages through resolution, using monitoring and error-tracking tools to verify fixes.
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations.
• Maintain deep understanding of client solutions and meet KPI.

Benefits

• Fixed schedule: Monday–Friday, 10:30 PM - 7AM GMT+10
• Opportunity to cooperate fully remotely from EU
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time, but also – internal health policy
• Responsive leadership interested in your development and long-lasting cooperation
• Greenhouse conditions for self-development
• A culture built on trust, with no time-tracking requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed