T3 Support Engineer, Fluent English
Posted 22 days ago
You'll complete your application on SupportYourApp's career site.
About the Role
A global team is looking for a committed T3 Support Engineer to provide essential technical help as part of their constant, round-the-clock operations. This position centers on advanced troubleshooting and the resolution of high-level technical concerns, acting as a crucial link between the engineering department and customer support. You will operate in a multicultural setting, interacting with various clients to guarantee peak system efficiency and user happiness. This role is intended for experienced individuals who excel in technical assistance and wish to join an organization that values forward-thinking problem solving and continuous career growth.
Requirements
- You must be highly fluent in written and spoken English, maintaining a C1 proficiency level or higher.
- Relevant experience in engineering, SRE, or technical support is required, alongside practical proficiency in SQL, relational databases, and either TypeScript, PHP, or JavaScript.
- You should be competent with cloud services like AWS, including the ability to utilize logs and specific services.
- Proficiency with monitoring platforms like Grafana and error-tracking software such as Sentry is mandatory.
- You must possess excellent analytical abilities, the skill to create clear technical documentation, and a dedication to customer service.
- A reliable, high-speed home office environment with a minimum of 8GB of RAM is needed to work autonomously in a remote setting.
- Knowledge of REST APIs, React Native, or GraphQL is viewed as an advantageous skill.
Responsibilities
- You will manage the investigation and resolution of sophisticated technical problems that have been elevated from the T1 team, which often include backend infrastructure, databases, and multi-system integrations.
- Your routine tasks will involve replicating errors within web-based admin panels, mobile apps, and backend APIs, as well as examining error logs and traces to pinpoint underlying issues.
- You will execute read-only database commands on production environments to confirm data discrepancies and execute safe fixes like updating configurations or applying code patches.
- Additionally, you will oversee incident reporting, keep internal documentation and runbooks updated to reduce future escalations, and guarantee that all technical data submitted to the engineering team is precise and ready for action.
Benefits & Perks
- This role is entirely remote for those located in the EU, following a set schedule of Monday to Friday, 10:30 PM to 7:00 AM GMT+10.
- Pay is issued in USD within a diverse global workspace that prioritizes professional growth, trust, and work-life balance.
- Staff members have access to a referral bonus program, internal health policies, and guidance from a supportive management team.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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