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) — Peru Remote

Investigate backend, database, API, and integration issues escalated to T3 support. Troubleshoot incidents, make low-risk fixes, and pass complex cases to Engineering.

Description

  • Investigate and resolve T1-escalated issues across backend systems, databases, and 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 check data-related 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.
  • Track incidents and outages through resolution, using monitoring and error-tracking tools to confirm fixes.
  • Update and expand internal runbooks and knowledge bases to help prevent repeat escalations.
  • Build and maintain detailed knowledge of client solutions while meeting KPIs.
  • Work with SupportYourApp clients and internal Engineering teams in a global support environment.

Requirements

  • English proficiency at C1 level or higher in speaking and writing.
  • Background in technical support, SRE, or engineering, with strong troubleshooting and code-reading skills.
  • Customer-facing experience in technical or customer support.
  • Strong SQL skills and experience with relational databases at production scale.
  • Customer-focused approach and excellent communication skills.
  • Ability to explain technical topics 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 written communication and clear documentation of technical findings.
  • Strong analytical and research skills.
  • Ability to recognize when an issue should be escalated to Engineering.
  • Positive, proactive, and responsible attitude.
  • Personal computer with at least 8 GB of RAM.
  • Stable internet connection with at least 45 Mbps download and 20 Mbps upload speeds.
  • 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.
  • Experience at a company using a monolith-plus-services architecture is a plus.

Benefits

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

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