Customer Support Engineer (Thane)

About Lawcloud Lawcloud is a leading European legaltech SaaS company helping law firms increase efficiency and profitability through cloud-based solutions. As an innovative, tech-driven organization, we pride ourselves on delivering robust software and world-class technical support to our growing base of legal professionals. We offer a flexible, remote-first working environment with a true commitment to maintaining a proper work-life balance. Job Description We are seeking an analytical, proactive, and technically skilled Customer Support Engineer with at least 3 years of experience to serve as the vital link between our customers, frontline customer success teams, and core engineering units. In this role, you will go beyond traditional user-level assistance. You will deep-dive into application code bases (primarily PHP), run complex database lookups, develop small features, analyze server behaviors, and dissect bugs at a code level. Your ultimate goal is to isolate systemic platform issues, resolve technical data discrepancies, and streamline escalating workflows to the core full-stack team. Key Responsibilities
- Advanced Technical Triage: Investigate complex functional and database-level anomalies escalated by tier-1 customer success staff. Inspect PHP source code and system architecture to locate code defects.
- Database Troubleshooting: Write and execute precise SQL queries (MariaDB/MySQL) to identify structural errors, diagnose application state mismatches, patch incorrect transaction parameters, and extract diagnostic reports.
- Bug Resolution & Patching: Reproduce client issues within local or staging environments. Document engineering findings thoroughly and, where appropriate, submit minor code patches or script corrections via Git to expedite resolution.
- API & Integration Debugging: Trace REST/SOAP API requests and responses to find broken endpoints, authentication faults, or format handling payload errors with external partners.
- Cross-Functional Collaboration: Work directly with our Senior Full-Stack PHP/Symfony Engineers, Product Managers, and QA groups to track recurring bugs, support release testing, and advocate for platform long-term reliability.
- Knowledge Management: Translate operational resolutions into structured technical documentation, playbooks, and troubleshooting runbooks to upskill internal support tiers. Required Skills & Qualifications
- Core Experience: Minimum 3 years of experience in a technical support engineering, application support, or junior-to-mid developer capacity within a SaaS environment.
- Solid PHP Proficiency: Comfortable reading, navigating, and debugging raw PHP logic and modern frameworks (exposure to Symfony or Laravel is highly beneficial).
- Strong SQL Expertise: Highly proficient in writing manual SELECT joins, aggregations, and standard data modification queries within MariaDB/MySQL environments.
- Web Fundamentals: Foundational grasp of standard web protocols, status codes, and browser inspectors (HTML5, CSS3, JavaScript).
- Version Control: Practical exposure to standard Git operations and codebase navigation (GitLab workflow experience preferred).
- Linux & Infrastructure: Basic comfort navigating via command-line terminals to view application error logs (Apache/Nginx/Linux environments).
- Cloud Exposure: Familiarity with cloud hosting providers, preferably Amazon Web Services (AWS) infrastructure ecosystems.
- Soft Skills: Strong logical reasoning, clear English communication, and the patience to contextualize code errors into explicit client-facing updates. Salary & Benefits
- Fixed Salary: Highly competitive, tailored best as per premium industry standards.
- Remote/WFH Policy: Completely remote workplace model with a supportive, flexible schedule environment.
- Work-Life Harmony: Well-structured operational guardrails providing actual, sustainable work-life balance.
- Professional Progression: Clear pathways for technical upskilling, mentorship from senior architectural leaders, and cross-transition opportunities into core software development engineering positions. Apply on Kit Job: kitjob.in/job/4lc7i4