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) — 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.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- 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.