T3 Support Engineer
New
S
SupportYourAppCustomer Support
Opportunity to cooperate fully remotely from EU, 10:30 PM - 7AM GMT+10ContractMiddle
Salary not disclosed
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Job Details
- Languages
- English (at least C1)
- Required Skills
- AWSPHPSQLJavascriptTypeScriptGrafanaTroubleshootingTechnical support
Requirements
- Excellent English skills (at least C1 for both spoken and written).
- Experience in Technical Support, SRE, or Engineering.
- Strong troubleshooting and code-reading skills.
- Strong SQL skills and experience with production-scale relational databases.
- 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.
- Experience with Grafana or similar monitoring tools.
- Strong written communication skills and ability to document technical findings clearly.
- Ability to identify when an escalation to the Engineering team is required.
- Personal computer with at least 8Gb of RAM and a stable internet connection.
Responsibilities
- 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 (read-only) 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.
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