T3 Support Engineer (EU, Remote)

Stack

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 (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, 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, 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 Engineering is required
• ▹Personal computer (at least 8 GB of RAM) with a stable internet connection (minimum 45 Mbps download and 20 Mbps upload)

Nice to have

• ▹Experience supporting a mobile app (React Native or similar)
• ▹Exposure to GraphQL and REST API debugging
• ▹Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.)
• ▹Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries

Soft skills

What we offer

• ▹Fixed schedule: Monday to Friday, 10:30 PM - 7 AM GMT+10
• ▹Fully remote work from the EU
• ▹Inclusive international environment
• ▹Compensation in USD
• ▹Rewards for referring friends

About the company

SupportYourApp is a global Intelligent Support-as-a-Service provider operating in 30+ countries since 2010, delivering customer and technical support in 60 languages for tech companies such as MasterCard, Calm and MacPaw.