Technical Support Engineer

About the role

We are seeking a Technical Support Engineer to serve as the first line of defense for platform issues on Dwelleo’s bilingual real‑estate marketplace. The role involves triaging incidents, performing root‑cause analysis and collaborating with frontend, backend, DevOps and AI teams to resolve and prevent problems.

Key responsibilities

• Triage, reproduce, and resolve technical issues reported by internal teams and platform users.
• Perform structured Root Cause Analysis (RCA) on incidents, document findings and drive preventive fixes.
• Track, prioritize, and manage issues through Jira, maintaining clean ticket hygiene and clear status communication.
• Use GitHub to inspect code, reference commits/PRs, file detailed bug reports, and collaborate with developers on fixes.
• Identify whether an issue is environmental, configuration‑related, or a code defect by understanding the deployment process.
• Monitor platform health and escalate critical issues per defined SLAs.
• Leverage AI tools and agents to accelerate diagnosis, log analysis, documentation, and routine support workflows.
• Maintain and improve internal runbooks and troubleshooting documentation.

Required profile

• Working knowledge of GitHub (branches, PRs, commit history, issue tracking).
• Hands‑on experience with Jira for issue tracking and workflow management.
• Solid understanding of software deployment processes and release pipelines.
• Demonstrated ability to perform Root Cause Analysis and communicate findings clearly.
• High proficiency with AI tools and agents (LLM‑based assistants, AI coding/debugging tools).
• Strong written and verbal communication; ability to translate technical detail for non‑technical stakeholders.
• Comfortable reading logs and basic code to localize problems.

Required skills

• GitHub
• Jira
• Software deployment processes
• Root Cause Analysis
• AI tools (LLM assistants, AI coding/debugging tools)
• PHP/Laravel
• TypeScript
• PostgreSQL
• MySQL
• Redis