Customer Support Engineer Kollam

About Lawcloud

Lawcloud is a leading European legaltech SaaS company helping law firms increase efficiency and profitability through cloud-based solutions. As an cutting-edge, 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 workplace 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 accurate 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 Co Apply on Kit Job: kitjob.in/job/4lymnj