Software Support Engineer – Full Stack

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

📋 Description

• Effectively resolve customer application issues, which includes addressing bugs, providing architectural advice, and assisting with integrations.

• Engage with non-technical customers to clearly articulate problems and solutions.

• Troubleshoot production issues by utilizing logs, traces, reproductions, and minimal test cases.

• Manage a high volume of tickets while maintaining quality standards.

• Update the underlying platform or AI agent to mitigate recurring issues.

• Recognize patterns across tickets and highlight gaps in the product.

• Collaborate with engineering teams to expedite the shipping and verification of fixes.

• Maintain both public and internal documentation, including known issues.

• Craft clear, concise, audience-specific guides and responses.

• Develop self-service resources based on frequently asked questions.

• Automate support workflows through the use of tools, scripts, and AI-assisted processes.

• Enhance support operations and expedite resolution times.

• Serve as the initial contact for platform incidents during business hours.

• Oversee the public status page and manage customer communications during incidents.

• Coordinate diagnosis and resolution efforts with engineering, providing updates until resolution is achieved.

⛳️ Requirements

• Strong background in TypeScript and React.

• Solid understanding of modern web application fundamentals, including HTTP, APIs, authentication, and databases.

• Proven ability to debug production issues utilizing logs, traces, reproductions, and minimal test cases.

• Strong systems and architectural thinking, incorporating scalability, reliability, performance, and basic security principles.

• Exceptional written communication skills that are clear, simple, concise, and tailored to the audience.

• Previous experience in a customer-facing role such as support, sales, or pre-sales.

• A documented history of resolving 50 or more tickets per day.

• A proactive approach to shipping quickly, iterating, and addressing mistakes promptly.

• Keen eye for detail and a commitment to producing simple, self-serve work.

• A strong desire to work diligently and operate at any level to accomplish tasks.

• Availability to work standard Sydney business hours.

• Nice to have: Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind.

• Nice to have: Experience with Cloudflare or AWS and infrastructure as code tools like CDK or Terraform.

• Nice to have: Experience developing with AI SDKs and LLM-based applications.

• Nice to have: Experience creating automations or internal tools to enhance support functions.

• Nice to have: Experience managing platform incidents and public status communications.

• Nice to have: Experience assisting non-technical or small business customers.

• Updated resume.

• GitHub link or examples of work, if available.

• Short Loom video (1 to 2 minutes) introducing yourself, detailing engineering and customer-facing experience, and demonstrating a production issue debugged from report to fix.

• Only candidates who provide a Loom video will be considered for the next step.

🏝️ Benefits

• Paid Time Off in accordance with company policy.

• Observance of Holidays as per company guidelines.

• 100% remote work setup.

• Compensation in USD, bi-monthly (on the 15th and 30th).

• Modern technology stack with AI at the core of the product, spanning multiple cloud providers and AI models.

• Clear pathway to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.