Software Development Support Engineer

As a skilled L2 Support Engineer with 3 to 6 years of experience in SaaS Tech Support, you will play a critical role in bridging product, engineering, and customer success teams at Linarc. Your primary responsibilities will include: - Serving as the technical escalation point for the Customer Success team and resolving complex user-reported issues. - Investigating platform issues across frontend (Vue.js/React) and backend (Python/Django) stacks, databases (PostgreSQL, MongoDB), and infrastructure (AWS). - Diagnosing REST API issues using tools like Postman or browser dev tools and recommending fixes or improvements. - Using observability tools (logs, traces, metrics) to identify performance bottlenecks or system faults. - Documenting troubleshooting steps, workarounds, known issues, and knowledge base articles for internal and external use. - Collaborating with developers to reproduce bugs, validate fixes, and assist with regression testing. - Monitoring ongoing support metrics, SLAs, and ticket response times to ensure operational excellence. - Contributing to root cause analysis (RCA) reports and suggesting process or product improvements. To qualify for this role, you should have: - 3-6 years of experience in technical support, QA, or full-stack development roles. - A 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. It would be nice to have the following additional qualifications: - 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. In terms of educational qualifications, an Engineering Degree and strong analytical and problem-solving skills are required for this position.,