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.

T3 Support Engineer (English, Colombia)

Troubleshoot backend, database, and integration issues as a T3 Support Engineer. Support technology clients of SupportYourApp’s global technical support service.

Description

  • Investigate escalated issues across backends, databases, and system integrations.
  • Reproduce bugs in web admin consoles, mobile apps, and backend APIs.
  • Review logs, error traces, and metrics to find root causes.
  • Run read-only production database queries to validate data issues.
  • Make 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 verify fixes.
  • Maintain and expand internal runbooks and knowledge bases to reduce repeat escalations.
  • Build deep knowledge of client solutions and meet KPIs.
  • Provide technical support and help maintain customer satisfaction for SupportYourApp’s technology clients.

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 a technical or customer support role.
  • Strong SQL skills and experience with production-scale relational databases.
  • Customer-focused approach and excellent communication skills.
  • Ability to explain technical concepts clearly and simply to customers.
  • Working knowledge of PHP and/or JavaScript/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 a similar monitoring tool.
  • Strong written communication 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 a stable internet connection of at least 45 Mbps download and 20 Mbps upload.
  • Mobile app support experience, such as 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.
  • Prior experience at a company using a monolith-plus-services architecture is a plus.

Benefits

  • Fixed schedule, Monday to Friday, 10:30 PM–7:00 AM GMT+11.
  • Opportunity to work fully remotely from the EU.
  • Inclusive international environment.
  • Compensation paid in USD.
  • Rewards for referring friends.
  • Workload designed to support personal time, alongside an internal health policy.
  • Responsive leadership focused on professional development and long-term collaboration.
  • Supportive conditions for self-development.
  • Trust-based culture with no time-tracking requirements.
  • Home office arrangement.

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