T3 Support Engineer – Remote (EU)

About the role

Join SupportYourApp as a T3 Support Engineer and work remotely from anywhere in the EU. You will tackle complex technical issues, collaborate with engineering teams, and help maintain high‑quality support for global SaaS, software, and hardware solutions.

Key responsibilities

• Investigate and troubleshoot escalated T1 tickets involving back‑end systems, databases, and cross‑system integrations.
• Reproduce bugs across web admin consoles, mobile apps, and backend APIs.
• Analyze logs, error traces, and metrics to pinpoint root causes.
• Query production‑scale relational databases (read‑only) to validate data‑related problems.
• Implement low‑risk fixes such as configuration changes, data corrections, and targeted code patches.
• Escalate complex issues to Engineering with clear documentation.
• Track incidents and outages through resolution using monitoring and error‑tracking tools.
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations.
• Maintain deep understanding of client solutions and meet defined KPIs.

Required profile

• Excellent English (C1 level) – spoken and written.
• Experience in Technical Support, SRE, or Engineering with strong troubleshooting and code‑reading abilities.
• Strong analytical thinking, research skills, and ability to document findings clearly.
• Positive, proactive, and responsible attitude.
• Personal computer with at least 8 GB RAM and stable internet (≥45 Mbps download, ≥20 Mbps upload).

Required skills

• SQL and production‑scale relational databases.
• PHP and/or JavaScript/TypeScript.
• Amazon Web Services (or another cloud provider) – logs, services, secrets.
• Sentry (or similar error‑tracking tool).
• Grafana (or similar monitoring tool).
• Log analysis and metrics monitoring.
• REST API debugging.
• Optional but beneficial: React Native, GraphQL, ClickHouse, BigQuery.

What we offer

• Fixed schedule: Monday‑Friday, 10:30 PM – 7 AM GMT+10.
• Fully remote work from the EU.
• Inclusive international environment.
• Compensation in USD.
• Referral rewards.
• Balanced workload with personal time.