SupportYourApp este un furnizor global de servicii externalizate de relații cu clienții, fondat în Kiev, Ucraina. Compania oferă servicii de relații cu clienții non-stop, asistență tehnică și servicii de externalizare a activităților administrative în peste 60 de limbi pentru companii din întreaga lume. Echipele sale sprijină clienții prin mai multe canale de comunicare, combinând serviciile empatice cu procese operaționale structurate și o platformă QCRM personalizată. SupportYourApp deservește peste 250 de companii, inclusiv companii de tehnologie precum Calm, MacPaw și SplitIt, și operează folosind practici de securitate aliniate la standardele PCI DSS și ISO/IEC 27001:2013.
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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- 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.