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

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NieokreśloneZdalnie·KatowiceFull-time

#466191·Dodano 2 dni temu·2

Źródło: SupportYourApp

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Tech Stack / Keywords

SQL PHP JavaScript TypeScript AWSSentryGrafana React Native GraphQL REST API

Podsumowanie oferty

As a Technical Support Engineer, you will investigate escalated technical issues across backend systems, databases, integrations, web consoles, mobile apps, and APIs. You will use SQL and working knowledge of PHP and/or JavaScript/TypeScript to diagnose problems and implement small, low-risk fixes for client solutions.

Wymagania

Excellent English skills, at least C1 in spoken and written English.
At least 2 years of customer-facing experience in L1/L2 (or L3) technical support, including 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, sufficient 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 clearly, simply, and in a customer-friendly manner.
Strong written communication skills and ability to document technical findings clearly.
Strong analytical thinking and research skills.
Ability to identify when escalation to the Engineering team is required.
Positive, proactive, and responsible attitude.
Personal computer with at least 8 GB of RAM and a stable internet connection of at least 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, such as one built with React Native.
Exposure to GraphQL and REST API debugging.
Experience with analytical or columnar databases such as ClickHouse or BigQuery.
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 systems, 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 in read-only mode 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 a deep understanding of client solutions and meet KPIs.

Benefity

Rewards for referring friends.
An internal health policy.

Inne informacje

The role is fully remote from the EU.
Fixed schedule: Monday–Friday, 10:30 PM–7:00 AM GMT+11.

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