Provide front-line technical support by diagnosing customer issues, reproducing bugs, reading MERN codebase, analyzing logs and AWS metrics, collaborating with engineering to fix and verify issues, and proactively monitoring system health.
Technical Support Engineer
Gevme is a leading technology company that provides comprehensive omnichannel event management solutions. Utilizing advanced technology and artificial intelligence, Gevme enhances both the delegate and organizer experience by optimizing participant engagement, operational efficiency, and return on investment for every event. Our integrable suite of solutions includes registration, onsite check-in and printing, event websites, mobile app,
business matching, exhibitor solutions as well as our AI-first suite of solutions consisting of Spark – productivity tool for event professionals, EventGPT – AI-powered concierge for the attendee, and Snapsight - real-time multilingual content insights tool. Gevme’s innovative tools are designed to meet the diverse needs of today's dynamic event environments, making it easier for event professionals to strategize, manage teams and deliver successful experiences.
We are a product company with a strong engineering and family culture; we are always looking for new ways to enhance the event experience and empower efficient event management. We’re on a mission to groom the next generation of event technology thought leaders as we grow.
Join us if you want to become part of a vibrant and fast-moving product company that's on a mission to connect people around the world through events.
Do check out our platform: http://www.gevme.com/
About the Role
We're looking for a Technical Support Engineer to join our team and serve as the critical bridge between our customers and engineering team. This role combines customer-facing support with hands-on technical troubleshooting, requiring someone who can both empathise with user challenges and dive into code to identify and resolve issues.
You'll be the first line of technical defence, investigating customer-reported issues, reproducing bugs, reading through our codebase to understand root causes, and working closely with the development team to implement fixes. This is ideal for someone who enjoys problem-solving, loves helping people, and wants to leverage their technical skills in a customer-focused role.
Key Responsibilities
Technical Investigation & Bug Identification:
- Review application logs, error messages, and stack traces to diagnose issues
- Read and navigate through our MERN stack codebase to understand system behaviour
- Reproduce reported bugs in staging/development environments
- Identify whether issues stem from code bugs, configuration problems, infrastructure issues, or user error
- Perform root cause analysis and provide technical insights to the engineering team
Monitoring & Proactive Support:
- Monitor AWS infrastructure health and application performance metrics
- Identify patterns in support tickets that may indicate broader system issues
- Collaborate with engineering on bug fixes and verify resolutions in production
- Test new features from a customer perspective before release
Requirements
Required Qualifications
Technical Skills:
- Strong understanding of web application architecture and software engineering principles
- Hands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)
- Ability to read and understand JavaScript/TypeScript code
- Experience with AWS services (ECS, S3, Lambda, CloudWatch, RDS, etc.)
- Familiarity with RESTful APIs, HTTP protocols, and debugging API requests
- Understanding of database concepts and ability to write basic MongoDB and SQL queries
- Experience with Git and version control concepts
- Knowledge of browser developer tools for debugging frontend issues
Soft Skills:
- Excellent written and verbal communication skills with ability to explain technical
- concepts to non-technical users
- Strong analytical and problem-solving mindset
- Patience and empathy when dealing with frustrated customers
- Self-motivated with ability to manage multiple issues simultaneously
- Detail-oriented with good documentation habits
Experience:
- 1+ years in technical support, customer success, or similar role
- 1+ years working with or around software development teams
- Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
Nice to Have:
- Experience with AWS troubleshooting and CloudWatch logs analysis
- Familiarity with containerization (Docker) and CI/CD pipelines
- Previous experience in a SaaS or platform company
- Experience with monitoring tools (Datadog, New Relic, Sentry, etc.)
- Exposure to agile development methodologies
What You'll Work With:
Frontend: React.js applications with modern JavaScript/TypeScript
Backend: Node.js/Express.js APIs
Database: MongoDB, MySQL
Infrastructure: AWS (various services)
Tools: GitHub, JIRA, Slack
Environment: Fast-paced with direct access to engineering team
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