Who are we?
SupportYourApp is a general Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since **** 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 Technical 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 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 meetKPIs
What you need to succeed in this role:




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)
Will be a great plus:
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.
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
*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,
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 .
Internal job code:487
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📌 (Fluent English) Technical Support Engineer (Php/Javascript, Sql)
🏢 SupportYourApp
📍 Buenos Aires