T3 Support Engineer, Fluent English

🔥 2 minutes ago

🌐 Mexico, Peru, +1 more countries – Remote

🇲🇽 Mexico – Remote 🇵🇪 Peru – Remote 🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• 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 • Deliver technical and customer support in a multicultural, multilingual environment for SupportYourApp's technology clients

🎯 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 • 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 with at least 8GB of RAM and 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, but also – 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 • Personal computer requirement and stable internet connection provided as work conditions may apply to the engagement terms