Technical Support Engineer

Company Description

JadeCaps is revolutionizing short-term rentals in India and Southeast Asia through its AI-first property management and monetization platform. By incorporating dynamic pricing, AI-powered tools, and streamlined owner dashboards, JadeCaps empowers property owners to maximize earnings while providing exceptional guest experiences. Serving over 500 owners across India, Indonesia, Thailand, and Dubai, the company drives higher occupancy, optimized pricing, and effortless property management. With innovative consumer brands like StayJade, RedOlive, and Jade PMS, JadeCaps bridges technology and hospitality to redefine the travel and rental experience. Focused on standardizing the fragmented short-term rental market, JadeCaps is shaping the future of hospitality in Asia and beyond.

About the Role

We are seeking a technically skilled and process-oriented 
Technical Support Engineer

to join our team. In this critical role, you will act as the bridge between our internal functional teams

(Operations, Client Success) and our core Software Development team.

You will not just be reporting bugs; you will be diving into the code , React, MySQL) to debug

real-time issues, analyzing system logs and metrics to ensure stability, and helping to optimize our

application performance. You will play a key role in translating functional business problems into

technical solutions for the developers.

Key Responsibilities

1. Production Support & Debugging

Real-time Issue Resolution:
Act as the primary point of contact for live production issues. Deep

dive into the codebase backend, React frontend) to investigate root causes.

Log & Metrics Analysis:
Proactively monitor system health using AWS CloudWatch, API

metrics, and server logs. Identify anomalies, error spikes, or performance bottlenecks before they

impact users.

Code-Level Debugging:
Assist the development team by pinpointing the exact location of bugs

within the stack and, where appropriate, implementing hotfixes or suggesting code optimizations.

2. Cross-Functional Coordination (The "Bridge")

Internal Liaison:
Gather feedback and issue reports from internal functional teams (e.g.,

Operations, Customer Support).

Technical Translation:
Translate non-technical functional complaints (e.g., "The booking flow is

stuck") into precise technical tickets for the developers (e.g., "Deadlock occurring in MySQL

bookings table on transaction X").

Feedback Loop:
Close the loop with internal teams once issues are resolved, ensuring they

understand the fix and how to prevent recurrence.

3. Process Optimization & Workflow

Workflow Design:
Define and enforce proper flows for reporting bugs and requesting features.

Ensure the "noise" is filtered out so developers can focus on high-priority coding.

Documentation:
Create and maintain technical documentation to help reduce repetitive inquiries.

System Optimization:
Work with the team to identify slow API endpoints or heavy database

queries and assist in optimizing them for better performance.

4. Client Onboarding & Configuration

Technical Onboarding:
Assist in the technical setup and configuration of new clients/tenants

within the system.

Data Setup:
Ensure database schemas and initial data loads are correctly configured for new

deployments.

Required Skills & Qualifications

Experience: 0-1 years
of professional experience or internship in software development (Full

Stack or Backend) or technical support.

Technical Stack Proficiency:
Strong hands-on experience with 
, Express, and React
.

You must be able to read and understand the code flow comfortably.

Database Skills:
Knowledge of 
MySQL
.

Debugging Expertise:
Proven ability to use debugging tools, read stack traces, and analyze API

metrics to solve complex problems.

Communication:
Exceptional ability to explain technical concepts to non-technical stakeholders

and vice versa.

Nice to Have (Plus)

Advanced Database Skills:
Ability to write complex queries and understand database

relationships for debugging purposes.

Cloud & Infrastructure:
Familiarity with 
AWS services
(EC2, RDS, S3) and

reading/interpreting cloud logs.