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

- Solid 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

📌 Product Support Engineer - Javascript (India)
🏢 GEVME
📍 India