T3 Support Engineer, Fluent English

• 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 KPI
• Provide technical support and help ensure customer satisfaction for SupportYourApp’s technology clients

• 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 (at least 8Gb of RAM) with a stable internet connection (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 (ClickHouse, BigQuery, etc.) is a plus
• Prior experience in a company with a monolith-plus-services architecture is a plus

• Fixed schedule: Monday–Friday, 10:30 PM - 7AM GMT+11
• 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
• Home office arrangement