Job Overview
We are seeking a highly skilled and motivated Level 2 – Support Engineer to join our dynamic team. As a Level 2 Support Engineer, you will be responsible for providing technical support and troubleshooting expertise for our software application built with NodeJS, Angular and TypeScript. If you are passionate about providing exceptional technical support and have expertise in NodeJS, Angular, TypeScript, AWS, and ELK, we would love to hear from you.

Join our team and contribute to the success of our software application while advancing your career in a challenging
and rewarding environment.

Key Responsibilities:
• Provide second-level technical support: Investigate, diagnose, and resolve complex technical issues reported by end-users or escalated from Level 1 Support.
• Collaborate with the development team: Work closely with developers, QA engineers, and product managers to understand the application architecture, features, and functionalities.
• Troubleshoot Angular, NodeJS, and TypeScript: Analyze and debug code to identify and resolve software defects, performance bottlenecks, and compatibility issues.
• Application monitoring and incident management: Monitor the application performance, log data in ELK (Elasticsearch, Logstash, Kibana) stack, and proactively identify issues or anomalies. Respond to incidents promptly, perform root cause analysis, and implement corrective actions.
• AWS deployment and maintenance: Work with the DevOps team to ensure smooth deployment, configuration, and maintenance of the application on AWS infrastructure, including EC2 instances, load balancers, and other relevant services.
• Documentation and knowledge sharing: Document support processes, known issues, and troubleshooting steps. Contribute to the internal knowledge base and provide training and guidance to Level 1 Support as needed.
• Customer communication: Effectively communicate with end-users, understand their technical concerns, and provide clear and concise instructions or resolutions in a professional and friendly manner.
• Continuous improvement: Identify opportunities to enhance the application’s performance, stability, and scalability. Provide feedback to the development team for bug fixes, feature enhancements, and overall product improvements.

Requirements:
• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field, or equivalent practical experience.
• 1-2 years of relevant experience in a technical support role, preferably supporting software applications built with NodeJS, Angular and TypeScript. Demonstrated experience in troubleshooting, debugging, and resolving complex technical issues related to these technologies is required.
• Strong analytical and problem-solving abilities. Proficient in troubleshooting and debugging applications built with NodeJS, Angular, and TypeScript technologies.
• Hands-on experience with AWS services such as ECS, CloudFront, WAF, S3, RDS, and CloudWatch. Familiarity with infrastructure as code (IaC) using tools like CloudFormation or Terraform is a plus.
• Good understanding of user authentication and authorization between multiple systems, servers, and environments.
• Hands-on experience with WebSockets.
• Understanding of database management and query optimization using SQL, with hands-on experience in MySQL for database modeling, querying, and performance tuning.
• Familiarity with Elasticsearch, Logstash, and Kibana for log management and analysis.
• Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
• Knowledge of Python and Linux would be a plus.
• Knowledge of version control using GIT.
• Familiarity with CI/CD pipelines.
• Ability to communicate effectively with both technical and non-technical stakeholders, providing clear and concise instructions and explanations.
• Ability to collaborate effectively with cross-functional teams, including developers, QA engineers, DevOps, and product managers.
• Capable of taking ownership of tasks, managing priorities, and working independently with minimal supervision.
• Willingness to work in a fast-paced environment and adapt to changing priorities and requirements.

Ability to work flexible hours to accommodate support needs during US business hours, including early mornings, evenings, and occasional weekends.
This may involve participating in an on-call rotation to provide timely assistance to customers or address critical issues.

Note: Please keep in mind that the specific working hours and on-call requirements can be further discussed and negotiated during the interview process based on the needs of the organization and the support team.
• Strong analytical and problem-solving abilities.

Salary: Competitive salary and perks

Location: Onsite (Islamabad, Karachi, Lahore) / Hybrid / Remote