Product Support Engineer
About the role
Your role is to provide responsive, skilled support for a cloud-hosted SaaS platform, ensuring continuity of service by resolving incidents, recovering from system-wide failures, and addressing application-level issues. The role is critical to maintaining operational stability and customer satisfaction.
What you'll do
- Incident Response & Recovery:
- Support customer-facing colleagues in the effective resolution of incidents and issues
- Monitor and respond to production incidents
- Lead service recovery efforts for system-wide or critical product failures
- Investigate root causes and implement preventative measures
- Platform Support:
- Diagnose and resolve infrastructure, application, API, and database issues in a live environment
- Collaborate with engineering and DevOps teams on post-incident reviews and improvements
- Maintain monitoring and alerting systems and service health dashboards
- AWS Operations:
- Use AWS tools to manage and troubleshoot cloud infrastructure
- Support AWS-native services (e.g., RDS, CloudWatch, Lambda)
- Apply infrastructure-as-code and automation practices where appropriate
- Application and Database Expertise:
- Debug and resolve issues in a Laravel PHP codebase and/or React
- Investigate and optimise PostgreSQL queries
- Maintain the integrity and uptime of APIs and key integrations
Requirements
- Experience in a production support or incident response role for a SaaS platform
- Strong understanding of incident management processes
- Hands-on expertise with AWS cloud services (e.g., RDS, Lambda, CloudWatch)
- Proficient in PHP (Laravel framework) and PostgreSQL
- Experience working with React frontends
- Familiarity with logging, monitoring, and alerting systems
- Experience working with REST APIs and resolving integration issues
- Skilled in troubleshooting iPaaS services
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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