Technical Support Engineer

ErthDev; United States; Remote; USD 28,000 - 41,000; Part time

Job summary

ErthDev seeks a part-time, fully remote technical support specialist to assist users and internal teams with web product issues. You diagnose problems, reproduce them, gather diagnostics, and guide clients toward rapid restoration while maintaining production safety.

This role emphasizes clear communication, accurate logging, and timely follow-through on recurring issues, with experience in HTTP, APIs, logs, and cloud environments as valuable assets.

Qualifications

• Strong troubleshooting ability across web applications and APIs.
• Reading logs and technical documentation with ease.
• Calm, clear communication with users, even when frustrated.
• Ability to judge urgency, document work, and own open issues.
• Willingness to learn new product domains and protect client confidentiality.

Responsibilities

• Assess incoming support requests, prioritize by severity and impact, and work toward resolution.
• Reproduce reported problems and collect diagnostic details (logs, environment).
• Coordinate with engineering to elevate defects and track through resolution.
• Keep known-issue records and runbooks accurate and useful.
• Provide clients and internal stakeholders clear status updates during investigations.
• Verify releases and handle access or configuration questions, identifying improvement patterns.

Skills

Troubleshooting

HTTP & APIs

Logs reading

Communication

Ownership & urgency

Learning mindset

Tools

Helpdesk tools

Job description

Role overview

Provide first- and second-line technical support for web products, helping clients and internal teams diagnose problems, restore service, and strengthen reliability after launch. The work combines hands-on troubleshooting with clear communication, careful handling of production systems, and follow-through on recurring issues.

Responsibilities

• Assess incoming support requests, prioritize them by severity and impact, and work toward resolution.
• Reproduce reported problems and collect useful diagnostic details, including logs and environment information.
• Coordinate with engineering to elevate defects and track them through resolution.
• Keep known-issue records and operational runbooks accurate and useful.
• Give clients and internal stakeholders clear status updates, including when an issue is still being investigated.
• Verify releases, handle access or configuration questions carefully, and identify patterns that could improve the product or support process.

Requirements

• Strong troubleshooting ability across web applications and APIs.
• Working knowledge of HTTP, databases, and cloud environments.
• Comfort reading logs and technical documentation.
• Calm, clear communication with users, including when they are frustrated.
• Ability to judge urgency, document work, and maintain ownership of open issues.
• Willingness to learn new product domains and protect client confidentiality and production safety.

Nice to have

Experience with helpdesk tools, SaaS support, SQL, browser debugging, or on-call and support rotations.

Benefits and work setup

Part-time, fully remote work from Egypt, with flexible hours and some collaboration overlap. Cairo office access is available when needed.

• Paid annual and sick leave
• Performance bonuses
• Annual salary reviews
• Learning and certification support
• Conference opportunities
• Equipment and internet support
• Medical insurance
• Mentorship
• Exposure to projects in different industries