SupportYourApp
SupportYourApp
1 001 – 5 000 Xodimlar
KonsaltingLogistikaMarketing
SupportYourApp — bosh qarorgohi Ukrainaning Kiyev shahrida joylashgan, mijozlarga xizmat ko‘rsatishni autsorsing asosida taqdim etuvchi global kompaniya. Kompaniya butun dunyodagi bizneslarga 60 dan ortiq tilda kecha-kunduz mijozlarga xizmat ko‘rsatish, texnik yordam va back-ofis jarayonlarini autsorsingga berish xizmatlarini taqdim etadi. Uning jamoalari empatiyaga asoslangan xizmatni tizimli operatsion jarayonlar va maxsus QCRM platformasi bilan uyg‘unlashtirib, mijozlarni bir nechta aloqa kanali orqali qo‘llab-quvvatlaydi. SupportYourApp Calm, MacPaw va SplitIt kabi texnologik kompaniyalarni ham o‘z ichiga olgan 250 dan ortiq biznesga xizmat ko‘rsatadi hamda xavfsizlik amaliyotlarini PCI DSS va ISO/IEC 27001:2013 standartlariga muvofiq olib boradi.

T3 Support Engineer (English)

Troubleshoot backend, database, and integration issues for SupportYourApp, a global support-as-a-service provider. Resolve escalations and keep customer-facing technical operations running smoothly.

Tavsif

  • Investigate escalated T1 issues across backends, databases, and system 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 verify data-related issues
  • Apply 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 confirm fixes
  • Maintain and improve internal runbooks and knowledge bases to prevent recurring escalations
  • Build a thorough understanding of client solutions and meet KPIs

Talablar

  • 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 technical or customer support
  • Strong SQL skills and experience with relational databases at production scale
  • Customer-focused mindset and excellent communication skills
  • Ability to explain technical concepts 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 writing skills 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 stable internet with a minimum of 45 Mbps download and 20 Mbps upload
  • Experience supporting a mobile app, such as one built 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

Imtiyozlar

  • Fixed schedule, Monday to Friday, 10:30 PM to 7:00 AM GMT+11
  • Opportunity to work fully remotely from the EU
  • Inclusive international environment
  • Compensation paid in USD
  • Referral rewards
  • Workload balanced with personal time, alongside an internal health policy
  • Responsive leadership focused on employee development and long-term collaboration
  • Supportive conditions for self-development
  • Trust-based culture with no time-tracking requirements

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