(Fluent English) Technical Support Engineer (PHP/JavaScript, SQL)

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NieokreśloneZdalnie·WrocławFull-time

#466190·Dodano 2 dni temu·1

Źródło: SupportYourApp

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Tech Stack / Keywords

SQL PHP JavaScript TypeScript AWSSentryGrafana React Native GraphQL REST API

Podsumowanie oferty

Investigate and troubleshoot escalated technical issues across web admin consoles, mobile apps, backend APIs, databases, and integrations. Support client solutions by identifying root causes and implementing small fixes using SQL, PHP and/or JavaScript/TypeScript.

Wymagania

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).

Nice to have:

Experience with Sentry or similar error-tracking tools and Grafana or similar monitoring tools.
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.

Obowiązki

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.

Benefity

Rewards for referring friends.

Inne informacje

Work remotely from the EU.
Fixed schedule: Monday–Friday, 10:30 PM–7:00 AM GMT+11.

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