Software Support Engineer

Job description Remote: Remote This is a remote position.

1. Production Support and Issue Resolution

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

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

• Reproduce reported issues and identify their underlying causes.

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

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

2. Bug Investigation and Regression Management

• Review and investigate outstanding bugs from previous development sprints.

• Identify regressions affecting previously working features.

• Validate reported bugs before assigning them for further engineering investigation.

• Work with developers to verify fixes and ensure issues are properly resolved.

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

3. Testing and Quality Assurance

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

• Validate bug fixes before they are deployed to production.

• Support QA Engineers during release testing and production verification.

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

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

4. Technical Investigation and Documentation

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

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

• Identify recurring technical problems and recommend permanent solutions.

• Contribute to internal troubleshooting guides and technical documentation.

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

5. Engineering Collaboration

• 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

Technical Requirements

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

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

• Experience working 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, Nest.js.

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

• Experience with Git and collaborative software development workflows.

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

Nice to Have

• Experience supporting SaaS applications in production.

• Familiarity with cloud infrastructure, particularly 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.