We are seeking a highly skilled full-stack Engineer with 2 -3 years of experience to join our critical response team. The successful candidate will be responsible for analysing technical issues and identifying the root cause of the issues reported by customers. The ideal candidate will possess robust problem-solving capabilities, exceptional communication skills, and a dedication to delivering outstanding customer experience. This role involves diagnosing, troubleshooting, and resolving software, hardware, and product/process-related issues before it become critical.
Requirements
Roles and Responsibilities:
Technical Troubleshooting:
- Diagnose and resolve software, hardware, and network-related problems.
- Possess hands-on experience with REST API troubleshooting, including API calls and SQL queries.
- Demonstrate foundational knowledge of Authentication/Authorization protocols such as OAuth, JWT, and SSO.
- Proficiency in utilizing Browser Developer Tools for network tab analysis and console debugging.
- Familiarity with Frontend Basics, including HTML/CSS/JavaScript troubleshooting.
- Familiarity with frameworks like React/Angular is a plus.
- Basic understanding of Web Security concepts such as CORS, XSS, CSRF, and SSL/TLS issues.
- Competence in Log Analysis using tools like grep, awk, sed, and log aggregation platforms.
- Aptitude in scripting (Python, PowerShell, Bash) for automation purposes.
- Understanding of Session Management, including cookie troubleshooting and local/session storage.
- Ability to reproduce and accurately document bugs for product and engineering teams.
- Ability to use AI tools to create necessary software scripts to help troubleshoot.
- Provide clear, step-by-step runbooks for customer-facing teams to follow
Documentation & Knowledge Sharing:
- Create and update comprehensive internal and customer-facing knowledge base articles.
- Familiarity with documentation tools such as Confluence, Wiki.js, FreshDesk, or similar platforms.
- Thoroughly document troubleshooting steps, solutions, and best practices.
Collaboration:
- Collaborate closely with cross-functional teams, along with different Engineering teams, Quality Assurance, and Product to resolve recurring issues.
- Actively participate in team meetings to discuss emerging trends, challenges, and opportunities for process improvement.
Desired Skills:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Experience: A minimum of 2 years of experience in software engineering.
Preferred Qualifications (Bonus):
- Familiarity with SaaS, cloud platforms (e.g., AWS, Azure), or relevant software products.
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Patience and empathy in interactions with customers.
- Ability to stay calm under pressure and manage multiple priorities.
- This job includes rotational shifts and weekends; attendance at the office is required during day shifts
Benefits
Employee Benefits:Health insurance coverage for Self, Spouse, and Kids.
Retirement savings plan with employer matching contributions.
Opportunities for professional development and career advancement within the organization.
