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SupportYourApp
SupportYourApp
1,001 – 5,000 Employees
ConsultingLogisticsMarketing
SupportYourApp is a global outsourced customer service provider founded in Kyiv, Ukraine. The company delivers round-the-clock customer service, technical support, and back-office outsourcing in more than 60 languages for businesses worldwide. Its teams support customers across multiple communication channels, combining empathetic service with structured operational processes and a custom QCRM platform. SupportYourApp serves more than 250 businesses, including technology companies such as Calm, MacPaw, and SplitIt, and operates with security practices aligned with PCI DSS and ISO/IEC 27001:2013 standards.
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Senior T3 Support Engineer (Remote, Brazil)

Investigate backend, database, API, and integration issues for SupportYourApp’s global clients. Resolve technical incidents remotely and escalate complex cases to Engineering.

BRBrazilRemoteContractMiddleSeniorEnglish RequiredSupport Engineer
AWSBigQueryCloudGrafanaGraphQLJavaScriptPHPReactReact NativeSQLTypeScript

Description

  • 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 determine root causes
  • Run read-only production database queries to verify data issues
  • Apply limited, low-risk fixes such as configuration updates, data corrections, and focused code patches
  • Document findings and escalate complex cases to Engineering
  • Monitor incidents and outages through resolution, using monitoring and error-tracking tools to confirm fixes
  • Update internal runbooks and knowledge bases to prevent repeat escalations
  • Build a thorough understanding of client solutions and meet KPIs
  • Work with international clients and colleagues across a multicultural team

Requirements

  • English proficiency at C1 level or higher in speech and writing
  • Background in technical support, SRE, or engineering, with strong troubleshooting and code-reading abilities
  • Customer-facing experience in technical or customer support
  • Strong SQL skills and experience with production-scale relational databases
  • Customer-focused approach and excellent communication
  • Ability to explain technical topics clearly and simply to customers
  • Working knowledge of PHP, JavaScript, or TypeScript
  • Familiarity with AWS or another cloud platform, including logs, services, and secrets
  • Experience with Sentry or comparable error tracking and Grafana or comparable monitoring tools
  • Strong writing skills and ability to document technical findings clearly
  • Analytical thinking and research ability
  • Judgment to recognize when Engineering escalation is needed
  • Positive, proactive, and responsible attitude
  • Personal computer with at least 8 GB RAM
  • Reliable internet with at least 45 Mbps download and 20 Mbps upload
  • Preferred: experience supporting a mobile app built with React Native or a similar framework
  • Preferred: familiarity with GraphQL and REST API debugging
  • Preferred: experience with analytical or columnar databases such as ClickHouse or BigQuery
  • Preferred: experience with a monolith-plus-services architecture

Benefits

  • Set Monday-to-Friday schedule, 10:30 PM–7:00 AM GMT+11
  • Fully remote cooperation from the EU
  • Inclusive international work environment
  • Compensation paid in USD
  • Rewards for referring friends
  • Workload designed to support personal time
  • Internal health policy
  • Responsive leadership focused on development and long-term collaboration
  • Opportunities for self-development
  • Trust-based culture without time tracking
  • Home office setup

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