Software Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and address technical issues reported by customers and internal teams.

• Troubleshoot application errors, unexpected behaviors, failed transactions, and data inconsistencies.

• Reproduce reported issues and pinpoint their root causes.

• Review application logs, API responses, database records, and error traces to identify problems.

• Escalate complex issues to the appropriate engineering team with detailed technical findings.

• Review and investigate outstanding bugs from previous development sprints.

• Identify regressions affecting previously functional features.

• Validate reported bugs prior to assigning them for further engineering investigation.

• Collaborate with developers to confirm fixes and ensure proper resolution of issues.

• Maintain a record of recurring bugs and common failure patterns.

• Conduct functional, regression, and exploratory testing on existing application features.

• Validate bug fixes before deployment to production.

• Support QA Engineers during release testing and production verification.

• Identify gaps in current test coverage and recommend additional test scenarios.

• Ensure that fixes do not introduce unintended changes to other parts of the application.

• Document reported issues, investigation steps, root causes, and resolutions.

• Maintain clear records of production incidents and their resolution status.

• Identify recurring technical problems and suggest permanent solutions.

• Contribute to internal troubleshooting guides and technical documentation.

• Provide regular updates on unresolved issues and potential production risks.

• Work closely with Backend, Frontend, QA, and DevOps Engineers.

• Collaborate with developers to reproduce and resolve complex application issues.

• Participate in production incident reviews and reliability improvement initiatives.

• Support engineering teams in maintaining application stability between release cycles.

⛳️ Requirements

• 3–4 years of experience in software development, software support, or application support.

• Strong understanding of web application architecture and client-server communication.

• Experience with REST APIs and tools such as Postman or Insomnia.

• Familiarity with SQL and relational databases, particularly PostgreSQL or MySQL.

• Ability to read application logs, investigate exceptions, and troubleshoot technical errors.

• Basic understanding of web technologies such as Laravel, ReactJs, and Nest.js.

• Familiarity with frontend applications developed using React, Next.js, or similar technologies.

• Experience with Git and collaborative software development workflows.

• Knowledge of software testing principles, including functional and regression testing.

• Experience supporting SaaS applications in a production environment.

• Familiarity with cloud infrastructure, especially AWS.

• Experience with monitoring and error-tracking tools.

• Familiarity with automated testing frameworks.

• Understanding of CI/CD pipelines and software release processes.

• Experience using AI-assisted development and debugging tools.

🏝️ Benefits

• Remote work arrangement.