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This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer in India.
This role sits at the intersection of customer support and engineering, acting as a critical bridge between end users and the development team. You will investigate and troubleshoot technical issues across a modern MERN-based SaaS platform powering global event experiences. The position requires a strong mix of technical depth, analytical thinking, and customer empathy to diagnose problems, reproduce bugs, and identify root causes. You will work closely with engineers to resolve issues, validate fixes, and improve system reliability. In addition to reactive support, you will also contribute to proactive monitoring of system health and performance. This is an opportunity to work in a fast-paced product environment where your technical insights directly improve user experience and platform stability.
Accountabilities
In this role, you will be responsible for diagnosing, analyzing, and resolving technical issues across the application stack while ensuring a smooth and reliable customer experience. You will collaborate closely with engineering teams to identify root causes, validate fixes, and improve system performance.
- Investigate application issues by analyzing logs, error traces, and system behavior across frontend and backend components
- Reproduce and validate bugs in staging and development environments to support engineering resolution
- Perform root cause analysis to determine whether issues originate from code, infrastructure, configuration, or user actions
- Monitor AWS-based infrastructure and application performance metrics to identify anomalies and potential risks
- Collaborate with engineering teams to test fixes, verify deployments, and support production releases
- Analyze support tickets to detect recurring patterns and proactively identify system-wide issues
- Test new features from a customer perspective before release to ensure quality and usability
- Maintain clear technical documentation and communicate findings effectively to both technical and non-technical stakeholders
Requirements
The ideal candidate has hands-on technical exposure to full-stack web applications and enjoys solving complex problems in a customer-facing environment. You should be comfortable reading code, debugging systems, and communicating clearly under pressure.
- 1+ years of experience in technical support, customer success, or software engineering support roles
- Strong understanding of web application architecture and software engineering fundamentals
- Hands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)
- Ability to read and debug JavaScript/TypeScript code
- Experience with AWS services such as ECS, S3, Lambda, CloudWatch, or RDS
- Familiarity with REST APIs, HTTP protocols, and API debugging techniques
- Understanding of database concepts and ability to write basic MongoDB and SQL queries
- Experience using Git and modern version control workflows
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent communication skills with the ability to explain technical issues clearly
- Strong empathy, patience, and ability to handle customer-facing interactions professionally
Benefits
- Opportunity to work on a modern SaaS platform used in global event technology
- Exposure to full-stack systems including React, Node.js, and AWS cloud infrastructure
- Direct collaboration with engineering teams in a fast-paced product environment
- Hands-on experience with real-world production troubleshooting and debugging
- Learning opportunities across DevOps, monitoring tools, and scalable system architecture
- Dynamic, innovation-driven environment with strong engineering culture and ownership
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