T3 Support Engineer, Fluent English
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Job Description
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.
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
- 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
- Experience with 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 8GB RAM
- Stable internet connection with minimum 45 Mbps download and 20 Mbps upload
- Preferred: experience supporting a mobile app, such as React Native or similar
- Preferred: exposure to GraphQL and REST API debugging
- Preferred: experience with analytical/columnar databases such as ClickHouse or BigQuery
- Preferred: experience in a monolith-plus-services architecture
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 requirements; no equipment allowance stated
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