Product Support Engineer
About the role
We are looking for a Product Support and Development Engineer to join our engineering team, combining hands-on production support with ongoing product development for our cloud-based SaaS platform. This is a hybrid role, with approximately 55% focused on production support and incident response and 45% on software development, although priorities may shift depending on customer and platform needs. On the support side, you will investigate and resolve customer-impacting issues across the application stack, troubleshoot complex production incidents, identify root causes, work with third-party integrations, and help improve the reliability and stability of the platform. Alongside this, you will contribute directly to product development, delivering enhancements, fixes, and new functionality across the application. Our frontend is built using ReactJS and TypeScript, with extensive use of custom React components, while our backend is built using PHP/Laravel with PostgreSQL, supported by AWS-based infrastructure and services. You will play an important role in maintaining platform stability while continuously improving the product, working closely with engineering, QA, customer-facing teams, and other stakeholders to take issues from initial investigation through to resolution and, where appropriate, a permanent engineering fix. This role would suit an engineer who enjoys both solving real-world production problems and building software, and who is comfortable investigating issues across both frontend and backend systems rather than working within only one area of the stack.
What you'll do
- Production Support & Incident Response — ~55%
- Support customer-facing colleagues in the effective resolution of incidents and technical issues.
- Monitor and respond to production incidents and application alerts.
- Lead or contribute to service recovery efforts for system-wide or critical product failures.
- Diagnose and resolve infrastructure, application, API, database, and integration issues in a live environment.
- Investigate root causes and implement preventative measures to reduce recurring incidents.
- Collaborate with engineering and DevOps teams on post-incident reviews and continuous improvement.
- Maintain monitoring, logging, alerting, and service health dashboards.
- Troubleshoot and resolve issues across AWS-hosted environments.
- Investigate and resolve API and third-party integration issues.
- Troubleshoot iPaaS services and integrations where required.
- Software Development — ~45%
- Develop and maintain React-based frontend applications, with a strong focus on delivering new features and product enhancements.
- Work extensively within an existing React codebase to implement, improve, and troubleshoot application functionality.
- Collaborate with product, design, backend, and engineering teams to deliver new features.
- Write clean, maintainable, and well-tested code.
- Investigate application-level issues and contribute code-based fixes as part of production support.
- Develop enhancements and improvements based on customer and business requirements.
- Debug and resolve issues within the Laravel/PHP backend where required.
- Work with REST APIs and ensure reliable integration between frontend and backend services.
- Contribute to improving application performance, reliability, and user experience.
- AWS & Platform Operations
- Use AWS tools and services to manage, monitor, and troubleshoot cloud infrastructure.
- Support AWS-native services such as RDS, CloudWatch, Lambda, and related services.
- Investigate application and infrastructure performance issues.
- Apply infrastructure-as-code and automation practices where appropriate.
- Work with DevOps and engineering teams to improve platform reliability and operational processes.
- Application & Database
- Debug and resolve issues within a Laravel/PHP codebase where required.
- Investigate and optimise PostgreSQL queries and database performance.
- Maintain the integrity, performance, and availability of APIs and key integrations.
- Troubleshoot issues across the frontend, backend, database, and infrastructure layers.
Requirements
- Proven experience in a production support, application support, or incident response role, ideally within a SaaS or cloud-based product environment.
- Strong hands-on experience with React and modern frontend development.
- Experience developing and maintaining production React applications.
- Strong understanding of incident management, troubleshooting, and service recovery processes.
- Hands-on experience with AWS cloud services, particularly RDS, Lambda, and CloudWatch.
- Proficiency in JavaScript/TypeScript and React.
- Experience with PHP/Laravel and PostgreSQL.
- Experience working with REST APIs and troubleshooting integration issues.
- Familiarity with logging, monitoring, and alerting systems.
- Experience diagnosing issues across frontend, backend, database, and infrastructure layers.
- Experience troubleshooting iPaaS services or third-party integrations.
- Strong analytical and problem-solving skills.
- Comfortable working in a live production environment and responding to incidents.
About Cloud Employee
Cloud Employee, is a UK-owned business established 8 years ago. We connect high-performing software engineer talent worldwide with some of the world’s leading and most innovative tech companies. Developers join to work as part of international engineering teams and grow their CV and skill set. We pride ourselves on being a supportive and cutting-edge workplace that continuously invests in staff development, engagement, and well-being. We provide security, and career paths, along with individual training programs and mentoring.
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