Remote T3 Support Engineer - Europe - Fluent English/ 16 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 assist clients in 60 languages across diverse industries. This is an opportunity to be part of the world’s leading SaaS, software, or hardware solutions.
Join our community as a T3 Support Engineer today. Thrive in a multicultural and multilingual environment while enjoying the flexibility of a home office. Unlock your potential by mastering new skills and achieving challenging goals, supported by our People First management approach.
What you will do:
- Investigate and troubleshoot issues escalated from T1, involving backend systems, 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 Engineering 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.
- Maintain a deep understanding of client solutions and meet Key Performance Indicators (KPIs).
What you need to succeed in this role:
- Excellent English skills (at least C1 for both spoken and written communication).
- Experience in Technical Support, Site Reliability Engineering (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 in a clear, simple, and 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 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).
Will be a great plus:
- Experience supporting a mobile application (React Native or similar).
- Exposure to GraphQL and REST API debugging.
- Experience with analytical/columnar databases (e.g., ClickHouse, BigQuery).
- Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries.
Benefits:
- Fixed schedule: Monday–Friday, 10:30 PM - 7 AM GMT+10.
- 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, including an 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.
The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
Learn more about our company and culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
If you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, seize this opportunity! Send us your CV in English to collaborate with us.
Over 1500+ specialists already deliver exceptional customer experiences collaborating with SupportYourApp.
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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
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