Location - Dubai (Hybrid)
About Helpdesk
Helpdesk is a real-time advisory platform that connects users to human experts instantly via live audio, video, and screen-sharing.
The platform includes:
- Backend API (NestJS, Node.js, TypeScript)
- PostgreSQL (Prisma ORM)
- Web apps (Next.js / React)
- Admin dashboard
- Mobile apps (React Native iOS & Android)
- Real-time communication (Daily.co)
- Payments (Stripe + Stripe Connect Custom)
- GCP infrastructure (Compute Engine, GCS)
- CI/CD (Jenkins + Ansible)
- JWT-based authentication and RBAC
All infrastructure is hosted in GCP
The reality of this role
We are bringing development fully in-house.
The platform is live and functional, but requires:
- Cleanup
- Refactoring
- Stability improvements
- Better documentation
- Improved DevOps processes
- Stronger monitoring and error handling
This role is for someone who enjoys improving existing systems, not just building new features.
Core Responsibilities
Stabilization & refactoring
- Audit and improve current architecture
- Refactor inconsistent patterns
- Improve error handling and logging
- Reduce technical debt
- Improve performance bottlenecks
- Strengthen reliability across web and mobile
Backend ownership
- Maintain and improve core modules (Auth, Matching, Payments, Sessions)
- Maintain PostgreSQL schemas and migrations
- Improve modular structure where necessary
Web & mobile ownership
- Maintain Next.js web app
- Maintain React Native mobile apps (iOS & Android)
- Fix production bugs
- Improve release reliability
- Maintain feature parity
DevOps ownership (Required)
- Maintain and improve CI/CD (Jenkins + Ansible)
- Manage GCP infrastructure
- Improve deployment reliability
- Improve rollback safety
- Improve monitoring and alerting
- Ensure secure environment management
Security & data protection
- Maintain JWT and RBAC systems
- Strengthen audit logging
- Improve secrets handling
- Apply defensive coding practices
- Maintain secure handling of payment and user data
Documentation (mandatory KPI)
- Architecture documentation
- Module-level documentation
- Deployment documentation
- Database schema documentation
- Security design documentation
- System onboarding documentation
Documentation quality is part of performance evaluation.
Future platform leadership
Once the core platform is stabilized and optimized, you will:
- Architect and spearhead the development of a multi-tenant enterprise SaaS version of Helpdesk
- Redesign or extend current architecture to support tenant isolation
- Design enterprise-level RBAC and permission hierarchies
- Implement organization-level billing and usage tracking
- Improve scalability and reliability to enterprise standards
- Establish technical standards for enterprise-grade security and compliance
This role is expected to evolve into technical leadership of the SaaS platform.
What we're looking for:
- Strong TypeScript / Node.js background
- React + React Native experience
- Experience maintaining live production systems
- Experience cleaning up legacy or inherited codebases
- Comfortable handling DevOps responsibilities
- Strong debugging and systems thinking
- High ownership mentality
Who this role is ideal for:
- Engineers who enjoy stabilizing and improving existing systems
- Engineers who prefer ownership over large teams
- Engineers who want to influence architecture decisions
- Engineers comfortable working independently
