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T3 Support Engineer, Fluent English
SupportYourApp. Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting and analytical skills in technical support, with expertise in SQL, PHP, and JavaScript/TypeScript. Capable of effectively communicating technical concepts to clients and maintaining high customer satisfaction while managing incidents and escalations.
Highest-signal resume keywords
Technical Support ExperienceStrong SQL SkillsTroubleshooting and Code-Reading SkillsExperience with Error-Tracking ToolsFamiliarity with AWS
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLPHPJavaScriptTypeScriptTroubleshootingCode ReadingAnalytical ThinkingData ValidationConfiguration ChangesBug Reproduction
Soft Skills
Excellent Communication SkillsCustomer-Focused ApproachPositive AttitudeProactive AttitudeStrong Written Communication
Tools & Technologies
SentryGrafanaAWSReact NativeClickHouseBigQuery
Industry Keywords
Technical SupportSREBackendDatabasesCross-System IntegrationsAPI DebuggingMonitoring ToolsRunbooksKnowledge BasesClient Solutions
Tech Stack
Tools & technologiesAWSBigQueryCloudGrafanaGraphQLJavaScriptPHPReactReact NativeSQLTypeScript
About the role
Key responsibilities & impact- Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations
- Reproduce bugs across web admin consoles, mobile apps, and backend APIs
- Analyze logs, error traces, and metrics to identify root causes
- Query production databases in read-only mode to validate data-related issues
- Implement small, low-risk fixes, including configuration changes, data corrections, and targeted code patches
- Escalate complex issues to Engineering with clear documentation and findings
- Track incidents and outages through resolution using monitoring and error-tracking tools to verify fixes
- Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations
- Maintain deep understanding of client solutions and meet KPI
- Provide technical support and help ensure customer satisfaction for SupportYourApp’s technology clients
Requirements
What you’ll need- Excellent English skills (at least C1 for both spoken and written)
- Experience in Technical Support, SRE, or Engineering, with strong troubleshooting and code-reading skills
- Proven customer-facing experience in a technical support or customer support role
- Strong SQL skills and experience with production-scale relational databases
- Strong customer-focused approach and excellent communication skills
- Ability to explain technical concepts in a clear, simple, and customer-friendly manner
- Working knowledge of PHP and/or JavaScript/TypeScript
- Familiarity with AWS or another cloud provider, including logs, services, and secrets
- Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools
- Strong written communication skills and ability to document technical findings clearly
- Strong analytical thinking and research skills
- Ability to identify when an escalation to the Engineering team is required
- Positive, proactive and responsible attitude
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload)
- Experience supporting a mobile app (React Native or similar) is a plus
- Exposure to GraphQL and REST API debugging is a plus
- Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.) is a plus
- Prior experience in a company with a monolith-plus-services architecture is a plus
Benefits
Comp & perks- Fixed schedule: Monday–Friday, 10:30 PM - 7AM GMT+11
- Opportunity to cooperate fully remotely from EU
- Inclusive international environment
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time, but also – internal health policy
- Responsive leadership interested in your development and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
- Home office arrangement