Product Support Engineer - Javascript

About 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 Identification
Review application logs, error messages, and stack traces to diagnose issues
Read and navigate through our MERN stack codebase to understand system behaviour
Reproduce reported bugs in staging/development environments
Identify whether issues stem from code bugs, configuration problems, infrastructure issues, or user error
Perform root cause analysis and provide technical insights to the engineering team
Monitoring & Proactive Support
Monitor AWS infrastructure health and application performance metrics
Identify patterns in support tickets that may indicate broader system issues
Collaborate with engineering on bug fixes and verify resolutions in production
Test new features from a customer perspective before release
Required QualificationsTechnical Skills
Strong understanding of web application architecture and software engineering principles
Hands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)
Ability to read and understand JavaScript/TypeScript code
Experience with AWS services (ECS, S3, Lambda, CloudWatch, RDS, etc.)
Familiarity with RESTful APIs, HTTP protocols, and debugging API requests
Understanding of database concepts and ability to write basic MongoDB and SQL queries
Experience with Git and version control concepts
Knowledge of browser developer tools for debugging frontend issues
Soft Skills
Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
Strong analytical and problem-solving mindset
Patience and empathy when dealing with frustrated customers
Self-motivated with ability to manage multiple issues simultaneously
Detail-oriented with good documentation habits
Experience
1+ years in technical support, customer success, or similar role
1+ years working with or around software development teams
Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
Nice to Have
Experience with AWS troubleshooting and CloudWatch logs analysis
Familiarity with containerization (Docker) and CI/CD pipelines
Previous experience in a SaaS or platform company
Experience with monitoring tools (Datadog, New Relic, Sentry, etc.)
Exposure to agile development methodologies
What You'll Work With
Frontend: React.js applications with modern JavaScript/TypeScript
Backend: Node.js/Express.js APIs
Database: MongoDB, MySQL
Infrastructure: AWS (various services)
Tools: GitHub, JIRA, Slack
Environment: Fast-paced with direct access to the engineering team

Work arrangement
No