SupportYourApp ir globāls ārpakalpojumu klientu apkalpošanas pakalpojumu sniedzējs, kas dibināts Kijivā, Ukrainā. Uzņēmums visā pasaulē strādājošiem uzņēmumiem nodrošina klientu apkalpošanu visu diennakti, tehnisko atbalstu un biroja procesu ārpakalpojumus vairāk nekā 60 valodās. Tā komandas apkalpo klientus vairākos saziņas kanālos, apvienojot empātisku apkalpošanu ar strukturētiem darbības procesiem un pielāgotu QCRM platformu. SupportYourApp apkalpo vairāk nekā 250 uzņēmumu, tostarp tehnoloģiju uzņēmumus Calm, MacPaw un SplitIt, un darbojas saskaņā ar drošības praksi, kas atbilst PCI DSS un ISO/IEC 27001:2013 standartiem.
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.
Apraksts
- 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.
Prasības
- 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.
Priekšrocības
- 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.