9d ago

(Fluent English) L3 Support Engineer (global, remote)

Mexico·TijuanaRemoteContractmid

Customer SupportOtherSupport EngineerL3 Support Engineer

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Quick Summary

Key Responsibilities

Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations; Reproduce bugs across web admin consoles, mobile apps,

Requirements Summary

Excellent English skills (at least C1 for both spoken and written); Experience in Technical Support, SRE, or Engineering,

Technical Tools

Customer SupportOtherSupport EngineerL3 Support Engineer

Responsibilities

~1 min read

→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.

Requirements

~1 min read

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).

Nice to Have

~1 min read

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;