Remote T3 Support Engineer - Europe - Fluent English/ 19 hours ago
Quick Summary
Who are we?
SupportYourApp is a global leader in Intelligent Support-as-a-Service, partnering with tech companies and industry leaders such as MasterCard, Calm, and MacPaw. Since 2010, we have delivered secure customer and technical support in over 30 countries. Operating globally, we support clients across diverse industries in 60 languages. Join us and be part of the world’s leading SaaS, software, or hardware solutions.
Become a T3 Support Engineer and thrive in a multicultural, multilingual remote work environment. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.
What you will do:
- Investigate and troubleshoot issues escalated from T1, focusing on backend, databases, and cross-system integrations.
- Reproduce bugs across web admin consoles, mobile applications, 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 the Engineering team with clear documentation and findings.
- Track incidents and outages through resolution, utilizing monitoring and error-tracking tools to verify fixes.
- Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations.
- Develop a deep understanding of client solutions and meet key performance indicators (KPIs).
What you need to succeed in this role:
- Excellent English skills (C1 level for both spoken and written).
- Experience in Technical Support, Site Reliability Engineering (SRE), or Engineering, with strong troubleshooting and code-reading abilities.
- Proven customer-facing experience in a technical or customer support role.
- Strong SQL skills and experience with production-scale relational databases.
- A strong customer-focused approach and excellent communication skills.
- Ability to explain complex technical concepts clearly, simply, and in a customer-friendly manner.
- Working knowledge of PHP and/or JavaScript/TypeScript.
- Familiarity with AWS or other cloud providers, including logs, services, and secrets.
- Experience with Sentry or similar error-tracking tools, and Grafana or similar monitoring tools.
- Strong written communication skills and the ability to clearly document technical findings.
- Strong analytical thinking and research skills.
- Ability to identify when escalation to the Engineering team is necessary.
- Positive, proactive, and responsible attitude.
- Personal computer with at least 8GB of RAM and a stable internet connection (minimum 45 Mbps download and 20 Mbps upload).
Will be a great plus:
- Experience supporting mobile applications (e.g., React Native).
- Exposure to GraphQL and REST API debugging.
- Experience with analytical or columnar databases (e.g., ClickHouse, BigQuery).
- Prior experience in companies utilizing a monolith-plus-services architecture, where issues frequently span system boundaries.
Benefits:
- Fixed schedule: Monday–Friday, 10:30 PM - 7 AM GMT+10.
- Opportunity for fully remote cooperation from the EU.
- Inclusive international work environment.
- Compensation in USD.
- Rewards for referring friends.
- Emphasis on work-life balance and internal health policy.
- Responsive leadership committed to your development and long-term cooperation.
- Supportive environment for self-development.
- A culture built on trust, without time-tracking requirements.
Please note: Benefits may vary based on engagement terms. Specific benefits and conditions will be defined in your agreement.
Discover more about our company and culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
If you are a proactive Support Specialist who excels at problem-solving, ensuring customer satisfaction, and delivering outstanding service, we encourage you to apply. Send us your CV in English to collaborate with our team of over 1500 specialists who deliver exceptional customer experiences.
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We are committed to equal treatment of candidates and prohibit discrimination on any legally protected grounds.
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