We are seeking a highly skilled Application Support Engineer to provide advanced production support for PHP-based applications running in AWS environments. This role is responsible for troubleshooting complex issues, performing root cause analysis, and ensuring the reliability and performance of critical systems. The ideal candidate has strong experience in application debugging, observability, and incident management within a fast-paced production environment.
Key Responsibilities
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Application Debugging- Troubleshoot and resolve complex application issues escalated from L1/L2 support teams
- Analyze stack traces, exception logs, and application behavior to identify root causes
- Implement hotfixes and coordinate long-term solutions with engineering teams
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Log Analysis and Root Cause Analysis (RCA)- Analyze application, web server (Apache/Nginx), and PHP error logs
- Utilize tools such as CloudWatch Logs, ELK Stack, Splunk, or similar platforms
- Perform detailed root cause analysis and document findings for knowledge base articles
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Proactive Monitoring- Configure and maintain monitoring dashboards using AWS CloudWatch, Datadog, or equivalent tools
- Set up alerts for latency, error rates, memory utilization, CPU spikes, and database thresholds
- Identify performance degradation trends and proactively recommend solutions
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Incident Management- Lead the resolution of high-priority (P1/P2) incidents
- Coordinate cross-functional war-room calls and communication during critical outages
- Prepare incident reports and post-mortems
- Ensure issues are tracked through to closure using ITSM tools such as ServiceNow or Jira
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AWS Infrastructure Support- Support and troubleshoot applications hosted on AWS services including EC2, ECS, Elastic Beanstalk, Lambda, RDS, ElastiCache, S3, and CloudFront
- Diagnose issues related to IAM permissions, VPC networking, load balancers, and auto-scaling
- Collaborate with infrastructure and DevOps teams to optimize system performance
Required Skills and Experience
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PHP and Web Technologies- Strong proficiency in PHP (7.x / 8.x)
- Experience with frameworks such as Laravel, Symfony, or CodeIgniter
- Solid understanding of REST APIs, debugging, and testing
- Experience with Apache and/or Nginx configuration
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Databases- Experience with MySQL, PostgreSQL, and Redis
- Ability to troubleshoot performance issues and optimize queries
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AWS Services- Hands-on experience with AWS services including EC2, ECS, Elastic Beanstalk
- Familiarity with RDS, ElastiCache, S3, CloudWatch, and CloudTrail
- Understanding of IAM, VPC, Route53, and Application Load Balancers
- Basic knowledge of Lambda and API Gateway
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Observability and Logging- Experience with CloudWatch Logs Insights
- Familiarity with ELK Stack, Splunk, or Datadog
- Exposure to APM tools such as New Relic or AppDynamics is a plus
- Experience configuring alerts and monitoring rules
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Tools and Processes- Experience with ITSM tools such as ServiceNow or Jira
- Proficiency with Git version control
- Strong scripting skills in Bash or similar
- Familiarity with Agile methodologies and ITIL processes
Preferred Qualifications
- Experience supporting high-availability, distributed systems
- Strong analytical and problem-solving skills
- Excellent communication and collaboration abilities
- Ability to work effectively in high-pressure incident scenarios
Work Environment
- Fast-paced, production-focused environment
- Collaborative, cross-functional teams including engineering, DevOps, and support
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