Customer support engineer (Varanasi)

Job Type: Full-time About Lawcloud Lawcloud is a leading European legaltech Saa S 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 exact SQL queries (Maria DB/My SQL) 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 Saa S setting. 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 Maria DB/My SQL environments. Web Fundamentals: Foundational grasp of standard web protocols, status codes, and browser inspectors (HTML5, CSS3, Java Script). Version Control: Practical exposure to standard Git operations and codebase navigation (Git Lab 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 transparent 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/4lsn7v