Software Development Support Engineer

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About Linarc:

general contractors, construction managers, and trade partners

next-generation

unmatched collaboration, automation, and real-time intelligence

eliminate inefficiencies, streamline workflows, and drive profitability

faster, smarter, and with greater control

high-impact, fast-growing team

make a real difference

About The Role

L2 Support Engineer

3 to 6 years of experience

SaaS Tech Support

Key Responsibilities

• Serve as the technical escalation point for the Customer Success team and resolve complex user-reported issues.
• Investigate platform issues across frontend (Vue.js/React) and backend (Python/Django) stacks, databases (PostgreSQL, MongoDB), and infrastructure (AWS).
• Diagnose REST API issues using tools like Postman or browser dev tools and recommend fixes or improvements.
• Use observability tools (logs, traces, metrics) to identify performance bottlenecks or system faults.
• Document troubleshooting steps, workarounds, known issues, and knowledge base articles for internal and external use.
• Collaborate with developers to reproduce bugs, validate fixes, and assist with regression testing.
• Monitor ongoing support metrics, SLAs, and ticket response times to ensure operational excellence.
• Contribute to root cause analysis (RCA) reports and suggest process or product improvements.
  

Required Skills & Qualifications

• 3–6 years of experience in technical support, QA, or full-stack development roles.
• Solid understanding of web application architecture, RESTful APIs, and asynchronous front-end behavior.
• Hands-on experience with JavaScript (Vue.js or React.js) and debugging browser-based issues.
• Experience with Python/Django, basic ORM queries, and understanding of relational database models.
• Strong working knowledge of SQL (Postgres) and familiarity with NoSQL (MongoDB or Firebase).
• Exceptional analytical skills and a structured approach to problem solving.
• Excellent written and verbal communication skills with customer empathy and attention to detail.
  

Nice To Have

• Ability to write scripts (Bash/Python) for automation or data extraction is a plus.
• Exposure to Agile methodologies, sprint planning, and continuous delivery practices.
• Proficiency in using AWS services, CI/CD pipelines, and cloud-based debugging tools.
• Familiarity with log aggregation tools (e.g., ELK stack, CloudWatch, Datadog).
• Prior experience in an early-stage startup or product-led support environment.
• Contributions to internal tooling or support automation initiatives.
  

Educational Qualifications

• Engineering Degree.
• Strong analytical and problem-solving skills.