SupportYourApp je globalni ponudnik zunanjega izvajanja storitev za stranke, ustanovljen v Kijevu v Ukrajini. Podjetje za podjetja po vsem svetu zagotavlja 24-urno podporo strankam, tehnično podporo in zunanje izvajanje zalednih storitev v več kot 60 jezikih. Njegove ekipe strankam pomagajo prek več komunikacijskih kanalov ter združujejo empatično storitev z organiziranimi operativnimi procesi in prilagojeno platformo QCRM. SupportYourApp nudi storitve več kot 250 podjetjem, vključno s tehnološkimi podjetji, kot so Calm, MacPaw in SplitIt, ter uporablja varnostne prakse, usklajene s standardoma PCI DSS in 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.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- 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.