T3 Support Engineer, Fluent English
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
T3 Support Engineer troubleshooting backend, database, API, and integration issues for SupportYourApp’s global technical-support clients. Investigating incidents, implementing low-risk fixes, and escalating complex problems to Engineering.
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 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 deep understanding of client solutions and meet KPIs
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 with at least 8Gb of RAM
- Stable internet connection with minimum 45 Mbps download and 20 Mbps upload
- Experience supporting a mobile app (React Native or similar) is a plus
- Exposure to GraphQL and REST API debugging is a plus
- Experience with analytical/columnar databases such as ClickHouse or BigQuery is a plus
- Prior experience with monolith-plus-services architecture is a plus
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
- Internal health policy
- Responsive leadership interested in your development and long-lasting cooperation
- Greenhouse conditions for self-development
- Culture built on trust, with no time-tracking requirements
- Personal computer and stable internet connection required for the role
- Certain benefits and conditions may apply depending on engagement terms; independent contractors may not be eligible for all benefits
Similar Jobs
T3 Support Engineer, Fluent English
T3 Support Engineer troubleshooting backend, database, and integration issues for SupportYourApp, a global Intelligent Support-as-a-Service provider. Investigating incidents, reproducing bugs, and implementing low-risk fixes remotely across the EU.
T3 Support Engineer, Fluent English
T3 Support Engineer troubleshooting backend, database, and integration issues for SupportYourApp, a global Intelligent Support-as-a-Service provider. Reproducing bugs, analyzing logs, and resolving escalated technical incidents remotely across the EU.
Technical Support Consultant, French & English
Technical Support Consultant providing French- and English-language technical support for SupportYourApp’s global customer-support services. Troubleshooting customer issues across phone, email, and chat.
Decision Support Analyst
Decision Support Analyst improving financial performance for Mosaic Life Care, a northwest Missouri healthcare system. Analyzing operations, profitability, costing, and cost-saving opportunities.
Customer Support Engineer
Customer Support Engineer troubleshooting RelationalAI’s enterprise AI platform, databases, and customer environments. Supporting global customers and collaborating with engineering teams to improve product reliability and experience.
Desktop Support Technician
Desktop Support Technician resolving employee device, account, and software issues for Atticus, a Philippines-based remote staffing and IT offshoring firm. Managing endpoints, tickets, permissions, and onboarding.
QSC Q-Sys Operations Support Engineer – APAC
Infrastructure Engineer supporting EOS’s global commercial AV and collaboration technology ecosystem. Automating Q-SYS, Shure, Dante, and video conferencing deployments across converged networks.
Technical Support Engineer I
Technical Support Engineer I supporting Verisma customers with software, hardware, and network troubleshooting. Resolving technical issues through remote assistance, documentation, escalation, and customer follow-up.
Mid-Level Support Analyst
Analista de Suporte Pleno instalando, configurando e mantendo produtos da NDD, plataforma de gestão e automação tecnológica. Solucionando incidentes, homologando versões e apoiando clientes e parceiros.
Senior Technical Support Engineer
Senior Technical Support Engineer supporting Ping Identity’s SaaS identity and access-management solutions. Troubleshooting web applications, authentication protocols, networking, and premium-customer SLAs.
Maintenance Technical Support Coordinator IV
Ryder roadside maintenance coordinator resolving Tier 2 fleet breakdowns through technical diagnosis and dispatch decisions. Improving customer uptime while mentoring call-center teams.
IT Support Technician
IT Support Technician supporting drivers and fleets with ELDs, tablets, and dashcams. Troubleshooting Geotab, Samsara, and Motive technology for Helpt’s clients.
Technical Analyst
Technical Analyst resolving complex enterprise software support escalations for Workday-focused OneSource Virtual. Diagnosing batch, database, integration, API, and payroll tax issues.
Technical Support Operations Manager
Technical Support Operations Manager scaling support systems for Rad AI’s healthcare AI platform. Leading engineers, automation, incident response, and enterprise radiology deployments.
Technical Support Representative
Technical Support Representative resolving customer software issues for a remote operations team. Troubleshooting, onboarding users, and escalating technical problems to product teams.
Technical Support Engineer
Technical Support Engineer troubleshooting Linux, networking, storage, and GPU issues for Hyperbolic Labs' AI cloud. Owning customer tickets, SLAs, runbooks, and critical on-call escalations.
Technical Support Representative – L2
L2 Technical Support Representative resolving complex Autodesk and Stratus issues for MEP contractors. Using AI-driven diagnostics, automations, and knowledge management to scale technical support.
N1 Support Analyst – Temporary
Analista de Suporte N1 remoto para sistemas de PDV, incluindo Linx e Bling. Diagnóstico, instalação, manutenção e atendimento técnico aos clientes.
Technical Support Analyst – Lending Technology
Technical Support Analyst troubleshooting Hawthorn River lending platforms for CSI’s financial-institution customers. Investigating logs, databases, APIs, and integrations while supporting releases and escalations.
Loan Origination System Support Analyst
Loan Origination System Support Analyst supporting banks with Hawthorn River loan origination software. Troubleshooting lending workflows, documentation, onboarding, training, and customer issues.