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

SupportYourApp

1d • Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service provider that partners with technology companies and industry leaders. The T3 Support Engineer investigates technical issues escalated from T1, including issues involving backend systems, databases, and cross-system integrations. The role reproduces bugs across web admin consoles, mobile apps, and backend APIs; analyzes logs, error traces, and metrics; and queries production databases in read-only mode to validate data-related issues. It also includes implementing small, low-risk fixes, escalating complex issues to Engineering with clear documentation, tracking incidents and outages through resolution, and maintaining internal runbooks and knowledge bases. The position is remote from the EU and works with client solutions while meeting KPIs. The listed benefits and conditions may vary depending on the engagement; independent contractors may not be eligible for all employee benefits, and specific terms will be defined in the agreement.

Requirements

• Excellent English skills, at least C1 in spoken and written English.
• Experience in Technical Support, SRE, or Engineering, with strong troubleshooting and code-reading skills.
• Proven customer-facing experience in a technical support or customer support role.
• Strong SQL skills and experience with production-scale relational databases.
• Strong customer-focused approach and excellent communication skills.
• Ability to explain technical concepts clearly, simply, and in a customer-friendly manner.
• 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 escalation to the Engineering team is required.
• Positive, proactive, and responsible attitude.
• Personal computer with at least 8 GB of RAM and a stable internet connection with minimum speeds of 45 Mbps download and 20 Mbps upload.

Nice To Haves

• Experience supporting a mobile app, such as React Native or similar.
• Exposure to GraphQL and REST API debugging.
• Experience with analytical or columnar databases such as ClickHouse or BigQuery.
• 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 systems, 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 in read-only mode 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 a deep understanding of client solutions and meet KPIs.

Benefits

• Fixed schedule, Monday–Friday, 10:30 PM–7:00 AM GMT+11.
• Opportunity to cooperate fully remotely from the EU.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Balance between project workload and personal time, as well as an internal health policy.
• Responsive leadership interested in employee development and long-lasting cooperation.
• Greenhouse conditions for self-development.
• 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