Technical Support Specialist

About the role

This is a hybrid developer / support role. You will spend part of your time building features on our platform, and part of it as the first line of technical response for client-reported issues.

We build identity verification and AML/CFT compliance software. We support highly regulated businesses, system reliability is paramount. We need a fast-thinking developer who can triage client issues, communicate with clarity, and directly resolve bugs end-to-end—from initial response to code fix.

What you'll do

• Monitor the client support inbox and respond to incoming issues within our target response window
• Triage and reproduce reported bugs; separate real defects from configuration issues, user error, and feature requests
• Log issues in Jira with clear reproduction steps, severity, and impact
• Fix the issues you triage — write the code, write the tests, open the PR
• Follow our release process to get fixes reviewed, merged, and deployed to production
• Close the loop with the client: confirm the fix, explain what happened, follow up
• Work on regular feature and platform development when the support queue is clear
• Contribute to internal docs and runbooks so recurring issues get faster to resolve each time

Requirements

• 3+ years building and maintaining production web applications
• Strong JavaScript/TypeScript; comfortable across both frontend and backend
• Experience with React (we use React + Vite)
• Solid understanding of AWS — our stack is AWS-native (Lambda, DynamoDB, S3, ECS, SES, CDK). You should be able to read CloudWatch logs, trace a failing request, and understand how a serverless app fits together
• Working knowledge of the software development lifecycle: branching strategy, code review, testing, staging vs production, release and rollback
• Familiarity with coding best practices — readable code, error handling, tests, no cowboy hotfixes straight to prod
• Git and pull request workflows
• Experience with a ticketing system (we use Jira)
• Excellent written English as well — internal team communication, tickets, code review, and documentation are all in English

Nice to have

• Prior experience in a support engineering, SRE, or on-call rotation
• Background in fintech, identity verification, KYC/AML, or another regulated space
• Experience with AWS CDK or infrastructure-as-code
• Mobile experience (we ship an iOS app via Capacitor)
• Experience with observability tooling and alerting