Technical Support Engineer (Remote)

Technical Support EngineerAbout the Role:We're looking for a Technical Support Engineer to join our team and serve as the critical bridge between our customers and engineering team. This role combines customer-facing support with hands-on technical troubleshooting, requiring someone who can both empathise with user challenges and dive into code to identify and resolve issues.You'll be the first line of technical defence, investigating customer-reported issues, reproducing bugs, reading through our codebase to understand root causes, and working closely with the development team to implement fixes. This is ideal for someone who enjoys problem-solving, loves helping people, and wants to leverage their technical skills in a customer-focused role.Key Responsibilities:Technical Investigation & Bug IdentificationReview application logs, error messages, and stack traces to diagnose issuesRead and navigate through our MERN stack codebase to understand system behaviourReproduce reported bugs in staging/development environmentsIdentify whether issues stem from code bugs, configuration problems, infrastructure issues, or user errorPerform root cause analysis and provide technical insights to the engineering teamMonitoring & Proactive SupportMonitor AWS infrastructure health and application performance metricsIdentify patterns in support tickets that may indicate broader system issuesCollaborate with engineering on bug fixes and verify resolutions in productionTest new features from a customer perspective before releaseRequired QualificationsTechnical SkillsStrong understanding of web application architecture and software engineering principlesHands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)Ability to read and understand JavaScript/TypeScript codeExperience with AWS services (ECS, S3, Lambda, CloudWatch, RDS, etc.)Familiarity with RESTful APIs, HTTP protocols, and debugging API requestsUnderstanding of database concepts and ability to write basic MongoDB and SQL queriesExperience with Git and version control conceptsKnowledge of browser developer tools for debugging frontend issuesSoft SkillsExcellent written and verbal communication skills with ability to explain technical concepts to non-technical usersStrong analytical and problem-solving mindsetPatience and empathy when dealing with frustrated customersSelf-motivated with ability to manage multiple issues simultaneouslyDetail-oriented with good documentation habitsExperience1+ years in technical support, customer success, or similar role1+ years working with or around software development teamsBachelor's degree in Computer Science, Engineering, or equivalent practical experienceNice to HaveExperience with AWS troubleshooting and CloudWatch logs analysisFamiliarity with containerization (Docker) and CI/CD pipelinesPrevious experience in a SaaS or platform companyExperience with monitoring tools (Datadog, New Relic, Sentry, etc.)Exposure to agile development methodologiesWhat You'll Work WithFrontend: React.js applications with modern JavaScript/TypeScriptBackend: Node.js/Express.js APIsDatabase: MongoDB, MySQLInfrastructure: AWS (various services)Tools: GitHub, JIRA, SlackEnvironment: Fast-paced with direct access to engineering team