Support Engineer

JOB SUMMARY:

With a focus on innovation, and the application of innovative technology, we enable our globalcustomers to seamlessly provide connectivity to all their end users with a minimum of fuss. We are seekinga skilled and proactive Support Engineer to join our team and provide technical support for our Saas application. In this role, you willwork closely with end users, developers, and product teams to investigate and resolve application issues.

• Respond to and triage user-reported issues, bugs, and performance problems in a timely manner
• Troubleshoot backend and frontend application issues primarily in a PHP-based environment
• Monitor logs and metrics using AWS CloudWatch and other diagnostic tools to identify root causes to assist the dev teams in remediating the issues reporte
• Debugissues usinglocaldevelopment environments, and staging servers, replicate issues using the Production environment
• Collaborate with engineering, DevOps, and QA teams to escalate and resolve complex problems
• Create and maintain internal documentation for recurring issues, fixes, and system behavior
• Contribute to improving monitoring, alerting, and incident response processes
• Assist in deploying patches or hotfixes as needed in coordination with the dev team 

The ideal candidate will beable to demonstrate some of their previous work, and to take us through a deep dive into one of them, explainingthe layout of the project and answering questions along the way.

• Proven experience supporting Saas applications in a technical support or engineering role
•   Strong knowledge and experience with PHP and related frameworks (e.g., Laravel, CakePHP
•    Proficiency using Visual Studio Code or equivalent IDEs for debugging and code review
• Hands-on experience with AWS CloudWatch, including setting up and analyzing logs, metrics, and alarms
• Understanding of RESTful APls, database troubleshooting(e.g., MySQL), and modern web technologies
• Excellent problem-solvingand communication skills, with a user-first mindset
•   Ability to manage multiple tasks and priorities in a fast-paced environment

Skills Strongly Preferred but not required:

• Familiarity with Saas architecture and Cl/CD pipelines
• Experience working with ticketing systems (e.g., Zendesk, Jira, Freshdesk)
• Exposure to containerized environments (e.g., Docker, ECS) and cloud platforms (AWS preferred)
• Basic understanding of front-end technologies (JavaScript, HTML, CSS) is a plus