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) — 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.
Apraksts
- 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.
Prasības
- 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.
Priekšrocības
- 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.