Technical Support Engineer / Junior Software Developer

Technical Support Engineer / Junior Software Developer

Position Overview

Merchynt LLC is seeking a full-time Technical Support Engineer / Junior Software Developer to help maintain the reliability of its software products and support the resolution of technical customer issues.

This hybrid technical role begins with technical escalations, troubleshooting, bug fixes, and uptime monitoring. As the employee gains familiarity with Merchynt’s products and codebase, the role will expand to include additional software development work.

The ideal candidate is curious, resourceful, technically capable, and eager to grow within a software company. This person should be comfortable investigating unfamiliar problems, working independently, and collaborating with both U.S.-based operations staff and Merchynt’s engineering leadership.

Key Responsibilities

• Technical Escalations: Investigate and resolve technical issues escalated by the Customer Success and Support teams.
• Troubleshooting: Reproduce reported problems, identify likely causes, document findings, and communicate clear resolutions or next steps.
• Bug Fixes: Diagnose and correct software defects within the scope of the role.
• Application Monitoring: Monitor system performance, application availability, integrations, and uptime and respond appropriately when issues arise.
• Incident Support: Assist with technical incidents, service interruptions, and urgent customer-impacting problems.
• Software Development: Complete assigned development projects, product improvements, and maintenance work as familiarity with the codebase increases.
• Code Quality: Write clear, maintainable code and follow established development, testing, documentation, and review practices.
• Technical Documentation: Create and maintain internal documentation covering known issues, troubleshooting procedures, system behavior, and technical resolutions.
• Cross-Functional Collaboration: Work with Customer Success, Operations, Product, and Engineering to prioritize issues and communicate technical information clearly.
• Continuous Improvement: Identify opportunities to improve system reliability, internal tools, technical support workflows, and product functionality.

The responsibilities listed above are not exhaustive and may evolve over time. The Technical Support Engineer / Junior Software Developer may be required to perform other related duties as needed.

Required Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field, or equivalent practical experience.
• At least two years of professional experience working for a software company.
• Experience with JavaScript and full-stack web application development.
• Working knowledge of the MERN stack, including MongoDB, Express.js, React, and Node.js.
• Experience working with MongoDB queries and aggregation pipelines.
• Familiarity with AWS environments, preferably including AWS Elastic Beanstalk.
• Experience troubleshooting web applications, APIs, integrations, or other software issues.
• Ability to read an existing codebase, investigate bugs, and implement appropriate fixes.
• Strong analytical and problem-solving skills.
• Clear written and verbal communication skills.
• Ability to work independently, manage competing priorities, and follow technical issues through resolution.
• Must be based in and authorized to work in the United States without current or future employer sponsorship.

Preferred Qualifications

• Experience supporting a SaaS or subscription-based application.
• Experience with application monitoring, incident response, error tracking, or uptime-monitoring tools.
• Familiarity with cloud infrastructure, deployment processes, version control, and software testing.
• Experience translating customer-reported problems into actionable technical requirements.
• Previous experience working with distributed or international engineering teams.

Compensation and Benefits

• Base Salary: $70,000 to $75,000 per year, depending on experience.
• Employment Status: Full-time, salaried W-2 position. Final exempt or non-exempt classification will be determined based on the position’s actual duties and applicable law.
• Location: Remote within the United States.
• Benefits: Eligible employees receive company holidays, paid time off, a taxable monthly healthcare stipend, and other benefits offer…