SupportYourApp यूक्रेन के कीव में स्थापित एक वैश्विक आउटसोर्स्ड ग्राहक सेवा प्रदाता है। कंपनी दुनिया भर के व्यवसायों के लिए 60 से अधिक भाषाओं में चौबीसों घंटे ग्राहक सेवा, तकनीकी सहायता और बैक-ऑफिस आउटसोर्सिंग प्रदान करती है। इसकी टीमें कई संचार माध्यमों के जरिए ग्राहकों की सहायता करती हैं और सहानुभूतिपूर्ण सेवा को सुव्यवस्थित परिचालन प्रक्रियाओं तथा एक कस्टम QCRM प्लेटफ़ॉर्म के साथ जोड़ती हैं। SupportYourApp, Calm, MacPaw और SplitIt जैसी प्रौद्योगिकी कंपनियों सहित 250 से अधिक व्यवसायों को सेवाएँ प्रदान करती है और इसकी सुरक्षा प्रक्रियाएँ PCI DSS तथा ISO/IEC 27001:2013 मानकों के अनुरूप हैं।
T3 Support Engineer (English)
Troubleshoot backend, database, and integration issues for SupportYourApp, a global support-as-a-service provider. Resolve escalations and keep customer-facing technical operations running smoothly.
विवरण
- Investigate escalated T1 issues across backends, databases, and system integrations
- Reproduce bugs in web admin consoles, mobile apps, and backend APIs
- Analyze logs, error traces, and metrics to find root causes
- Run read-only production database queries to verify data-related issues
- Apply small, low-risk fixes such as configuration updates, data corrections, and targeted code patches
- Escalate complex cases to Engineering with clear findings and documentation
- Manage incidents and outages through resolution, using monitoring and error-tracking tools to confirm fixes
- Maintain and improve internal runbooks and knowledge bases to prevent recurring escalations
- Build a thorough understanding of client solutions and meet KPIs
आवश्यकताएँ
- Excellent English proficiency, at least C1 in speaking and writing
- Experience in technical support, SRE, or engineering, with strong troubleshooting and code-reading skills
- Demonstrated customer-facing experience in technical or customer support
- Strong SQL skills and experience with relational databases at production scale
- Customer-focused mindset and excellent communication skills
- Ability to explain technical concepts clearly and simply to customers
- Working knowledge of PHP and/or JavaScript or TypeScript
- Familiarity with AWS or another cloud provider, including logs, services, and secrets
- Experience with Sentry or a similar error-tracking tool and Grafana or similar monitoring tools
- Strong writing skills and ability to document technical findings clearly
- Strong analytical and research skills
- Ability to recognize when an issue needs escalation to Engineering
- Positive, proactive, and responsible attitude
- Personal computer with at least 8 GB of RAM and stable internet with a minimum of 45 Mbps download and 20 Mbps upload
- Experience supporting a mobile app, such as one built with React Native, is a plus
- Exposure to GraphQL and REST API debugging is a plus
- Experience with analytical or columnar databases such as ClickHouse or BigQuery is a plus
- Experience at a company using a monolith-plus-services architecture is a plus
लाभ
- Fixed schedule, Monday to Friday, 10:30 PM to 7:00 AM GMT+11
- Opportunity to work fully remotely from the EU
- Inclusive international environment
- Compensation paid in USD
- Referral rewards
- Workload balanced with personal time, alongside an internal health policy
- Responsive leadership focused on employee development and long-term collaboration
- Supportive conditions for self-development
- Trust-based culture with no time-tracking requirements