SupportYourApp — штаб-пәтері Украинаның Киев қаласында орналасқан, клиенттерге қызмет көрсетуді аутсорсинг арқылы ұсынатын жаһандық компания. Компания әлемнің түкпір-түкпіріндегі бизнеске 60-тан астам тілде тәулік бойы клиенттерге қызмет көрсету, техникалық қолдау және бэк-офис процестерін аутсорсингке беру қызметтерін ұсынады. Оның командалары эмпатияға негізделген қызметті құрылымдалған операциялық процестермен және арнайы QCRM платформасымен үйлестіріп, клиенттерге бірнеше байланыс арнасы арқылы қолдау көрсетеді. SupportYourApp Calm, MacPaw және SplitIt сияқты технологиялық компанияларды қоса алғанда, 250-ден астам бизнеске қызмет көрсетеді және қауіпсіздік тәжірибесін PCI DSS пен ISO/IEC 27001:2013 стандарттарына сәйкес жүргізеді.
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.
Сипаттама
- 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.
Талаптар
- 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.
Артықшылықтар
- 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.