Senior Software Engineer - Product Support

Eagle Mobility Services, the IT division of our company, is expanding its team and looking for talented professionals to join us.
We are seeking an experienced L3 Application Support Engineer with strong PHP/Laravel expertise for production backend support, along with working knowledge of AWS and containerized deployments. The ideal candidate will have 5–7 years of experience supporting live transactional web platforms, with hands-on experience in MySQL/PostgreSQL, Redis/Valkey, Docker, and AWS ECS. The role requires end-to-end ownership of production incidents, from L3 triage and root-cause analysis through deployment coordination, while collaborating with frontend, mobile, and DevOps teams.
Key Responsibilities:
· Own L3 triage and resolution of incidents across all production APIs, websites, and portals.
· Diagnose and resolve application errors, queue/job failures, and performance bottlenecks in production
· Troubleshoot and debug critical production incidents by analysing application performance, MySQL/PostgreSQL query plans, slow-query logs, and Redis/Valkey cache and session diagnostics.
· Monitor and support AWS ECS containers, including CloudWatch log analysis, service redeployment, and coordination on scaling or health-check issues.
· Serve as the technical liaison with the support vendor by triaging tickets, validating RCAs, and progressively transitioning vendor-managed support areas in-house.
· Maintain and improve technical documentation, runbooks, monitoring coverage, and service/database health checks
· Escalate and document security- and fraud-related incidents in accordance with governance processes.
· Transition from production support into feature development, building and enhancing application functionality.
· Mentor junior developers and contribute to continuous improvement of engineering practices.
· Participate in code reviews, technical design discussions, and sprint planning.
Technical Skills and Experience:
· PHP 8.x and Laravel (versions 9 through 12/13) with strong debugging ability in an existing, multi-repo codebase.
· Laravel Octane/Swoole — understanding of long-running worker processes and their failure modes.
· MySQL and PostgreSQL — comfortable reading/writing queries, indexes, and diagnosing performance issues.
· Redis/Valkey — caching, session, and queue driver troubleshooting.
· Docker and AWS ECS — reading logs, redeploying containers, basic task-definition/environment changes.
· Linux CLI fundamentals — log tailing, process inspection, basic networking (curl, DNS, ports).
· Experience working in a production support/L2-L3 role for a live SaaS or transactional platform (fintech, logistics, ride-hailing, e-commerce are strong analogs).
Good to Have:
· Working knowledge of JavaScript/TypeScript with React or Preact, Vite, and Tailwind.
· Exposure to Node.js/Express/Socket.IO and JWT-based authentication.
Experience:
· 5–7 years of experience, with at least 1–2 years in production support/SRE-adjacent role on a live PHP/Laravel platform.
· Demonstrated ability to progress from production support into feature development on the same codebase.

Work arrangement
No