Support Engineer - MERN Stack

Support Engineer – MERN Stack

Location: Toronto, ON (Remote)

Job Description:

Incident Management & Reporting

• Monitor, log, and track incidents through ticketing systems with complete documentation.
• Ensure timely acknowledgment, classification, and prioritization of issues based on impact and severity.
• Maintain accurate incident reports, RCA (Root Cause Analysis), and resolution documentation.

Issue Triage & Resolution

• Perform initial triaging of issues, identifying patterns, dependencies, and probable root causes.
• Escalate incidents appropriately across L2/L3 tiers when required.
• Drive resolution within defined SLAs and ensure minimal business impact.

Cloud & Log Analysis (AWS)

• Leverage AWS tools (CloudWatch, CloudTrail, X-Ray, etc.) for monitoring and log analysis.
• Investigate performance bottlenecks, system failures, and anomalies in cloud environments.
• Support deployment and troubleshooting in AWS-based architectures.

Continuous Improvement

• Contribute to knowledge base articles (KBA), SOPs, and automation of repetitive tasks.
• Identify opportunities for improving monitoring, alerting, and resolution efficiency.

Technical Skills & Competencies

• Strong understanding of incident management and support processes
• Proficiency in JavaScript, ReactJS (frontend) and NodeJS (backend)
• Hands-on experience with AWS cloud platform
• Hands-on experience with RDBMS(PostgreSQL), writing AQL queries, joins etc
• Database troubleshooting
• Ability to troubleshoot UI related issues and browser-side errors.
• CloudWatch (logs & monitoring)
• EC2, S3, Lambda (basic to advanced exposure)
• Experience with REST APIs, microservices architecture
• Good knowledge of debugging, logging, and performance analysis tools

Preferred Skills

• Exposure to DevOps tools (CI/CD pipelines, Git, Jenkins)
• Experience with ticketing tools (ServiceNow, Jira, etc.