（流利英语）T3支持工程师（欧洲，远程）
(Fluent English) T3 Support Engineer (EU, Remote)
我们是谁？
SupportYourApp 是一家全球智能支持即服务（Support-as-a-Service）的领导者，自 2010 年以来，与包括 MasterCard、Calm 和 MacPaw 在内的科技公司和行业领袖在 30 多个国家合作，提供安全的客户和技术支持。我们在全球运营，在 60 种语言中为不同行业的客户提供支持。那么，如果你有机会成为全球领先的 SaaS、软件或硬件解决方案的一部分，会怎样？
今天就作为 T3 支持工程师加入我们的团队，享受在家办公的同时，在多元文化和多语言环境中成长。通过与我们以员工为本的管理方式合作，掌握新技能，实现具有挑战性的目标，释放你的潜力。你准备好了吗？让我们看看你需要什么。
你会做什么：
- 调查并解决从 T1 升级的问题，涉及后端、数据库和跨系统集成；
- 在网页管理控制台、移动应用和后端 API 上复现错误；
- 分析日志、错误追踪和指标以确定根本原因；
- 查询生产数据库（只读）以验证与数据相关的问题；
- 实施小规模、低风险的修复，包括配置更改、数据修正和针对性代码补丁；
- 对复杂问题进行升级，附上清晰的文档和发现；
- 使用监控和错误追踪工具跟踪事件和停机，验证修复；
- 维护和扩展内部操作手册和知识库，减少重复升级；
- 持续深入了解客户解决方案并达成 KPI。
你将如何成功：
- 优秀的英语能力（口语和书面至少 C1 级）；
- 技术支持、SRE 或工程经验，具备强大的故障排除和代码阅读能力；
- 在技术支持或客户服务岗位中有直接面对客户的实际经验；
- 强大的 SQL 能力和使用生产级关系型数据库的经验；
- 以客户为中心的态度和出色的沟通能力；
- 能够用清晰、简单且对客户友好的方式解释技术概念；
- 了解 PHP 和/或 JavaScript/TypeScript；
- 熟悉 AWS 或其他云服务商，包括日志、服务和密钥；
- 有 Sentry 或类似错误追踪工具以及 Grafana 或类似监控工具的经验；
- 强大的书面沟通能力和清晰记录技术发现的能力；
- 强大的分析思维和研究能力。
查看英文原文
Who are we?
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?
Join our community as a T3 Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.
What you will do:
- Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations;
- Reproduce bugs across web admin consoles, mobile apps, and backend APIsl
- 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;
- Maintain deep understanding of client solutions and meet KPI.
What you need to succeed in this role:
- 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).
Will be a great plus:
- Experience supporting a mobile app (React Native or similar);
- Exposure to GraphQL and REST API debugging;
- Experience with analytical/columnar databases (ClickHouse, BigQuery, etc.);
- Prior experience in a company with a monolith-plus-services architecture, where issues often cross system boundaries;
Benefits:
- Fixed schedule: Monday–Friday, 10:30 PM - 7AM GMT+10;
- 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.
*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!
Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.
Know someone perfect for the role? Refer them and get rewarded!
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
Originally posted on Himalayas