Software Support Engineer (Full Stack)
H
Hire OverseasAI app development
Workable workplace: remote; Workable locations: Philippines, Metro Manila, Calabarzon, Central Luzon, Central Visayas, Mimaropa, Available to work standard Sydney business hoursFull-Time
Salary not disclosed
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Job Details
- Required Skills
- AWSTypeScriptPostgresReactRESTful APIsCustomer support
Requirements
- Strong TypeScript and React background.
- Solid modern web application fundamentals, including HTTP, APIs, authentication, and databases.
- Ability to debug production issues using logs, traces, reproductions, and minimal test cases.
- Systems and architecture thinking, including scalability, reliability, performance, and security basics.
- Excellent written communication that is clear, concise, and tailored to the audience.
- Prior experience in a customer-facing role such as support, sales, or pre-sales.
- A track record of closing 50 or more tickets a day.
- Available to work standard Sydney business hours.
- Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind is a plus.
- Experience with Cloudflare or AWS and infrastructure-as-code tools such as CDK or Terraform is a plus.
- Experience building with AI SDKs and LLM-based applications is a plus.
- Experience building automations or internal tooling to scale a support function is a plus.
- Experience managing platform incidents and public status communication is a plus.
- Experience supporting non-technical or small business customers is a plus.
Responsibilities
- Resolve issues in customer apps by fixing bugs, advising on architecture, and helping with integrations.
- Debug production issues using logs, traces, reproductions, and minimal test cases.
- Explain problems and fixes clearly to non-technical customers and close tickets at high volume.
- Update the underlying platform or AI agent based on customer fixes to prevent recurring issues.
- Identify patterns across tickets and flag product gaps that cause customer pain.
- Work with engineering to ship fixes quickly and verify that they work.
- Maintain public and internal documentation, including known issues, and turn repeated questions into self-serve resources.
- Build tooling, scripts, and AI-assisted workflows to reduce repetitive support work.
- Serve as the first point of contact for platform incidents during working hours and manage status-page updates and customer communication.
- Coordinate incident diagnosis and resolution with engineering and provide customer updates through closure.
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