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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.
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.
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 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
Requirements
- 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
Benefits
- 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
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