Junior Support Engineer

3 weeks ago

Cebu City, Central Visayas, Philippines CallTek Full time
Overview

We are seeking a skilled and proactive Support Engineer to join our team and provide technical support for our SaaS application. You will work closely with end users, developers, and product teams to investigate and resolve application issues.

Responsibilities
  • Respond to and triage user-reported issues, bugs, and performance problems in a timely manner
  • Troubleshoot backend and frontend application issues primarily in a PHP-based environment
  • Monitor logs and metrics using AWS CloudWatch and other diagnostic tools to identify root causes and assist the development teams in remediating issues
  • Debug issues using local development environments and staging servers; replicate issues using the production environment
  • Collaborate with engineering, DevOps, and QA teams to escalate and resolve complex problems
  • Create and maintain internal documentation for recurring issues, fixes, and system behavior
  • Contribute to improving monitoring, alerting, and incident response processes
  • Assist in deploying patches or hotfixes as needed in coordination with the development team
Qualifications
  • Minimum of 1 to 2 years of related work experience
  • Proven experience supporting SaaS applications in a technical support or engineering role
  • Strong knowledge and experience with PHP and related frameworks (e.g., Laravel, CakePHP)
  • Proficiency using Visual Studio Code or equivalent IDEs for debugging and code review
  • Hands-on experience with AWS CloudWatch, including setting up and analyzing logs, metrics, and alarms
  • Understanding of RESTful APIs, database troubleshooting (e.g., MySQL), and modern web technologies
  • Excellent problem-solving and communication skills with a user-first mindset
  • Ability to manage multiple tasks and priorities in a fast-paced environment
Preferred but Not Required
  • Familiarity with SaaS architecture and CI/CD pipelines
  • Experience working with ticketing systems (e.g., Zendesk, Jira, Freshdesk)
  • Exposure to containerized environments (e.g., Docker, ECS) and cloud platforms (AWS)
  • Basic understanding of frontend technologies (JavaScript, HTML, CSS)
Details
  • Seniority level: Associate
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Technology, Information and Internet

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