Description
We are seeking a Technical Support Engineer to join our team. As a Technical Support Engineer, you will investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations.
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;
- Maintain deep understanding of client solutions and meet KPIs.
Requirements:
- Excellent English skills (at least C1 for both spoken and written);
- 2+ years of customer-facing experience in L1/L2 (or L3) technical support, with hands-on troubleshooting and code-reading skills;
- Strong SQL skills and experience with production-scale relational databases;
- Working knowledge of PHP and/or JavaScript/TypeScript, enough to implement small, low-risk fixes;
- Familiarity with AWS or another cloud provider, including logs, services, and secrets;
- Strong customer-focused approach and excellent communication skills;
- Ability to explain technical concepts in a clear, simple, and customer-friendly manner;
- 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).
Benefits:
- 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.