Work Setup: Remote
Schedule: 9PM to 6AM Manila
Equipment: BYOD (Bring your own device)
Start Date: TBD
What does a day in the life of a Technical Support Engineer look like
- Join customer calls to diagnose and resolve complex issues in real time.
- Investigate and debug reported issues using Datadog, Databricks, Cursor, and internal tools.
- Serve as the primary gatekeeper for escalations to Engineeringproviding clear reproduction steps, logs, and root-cause analysis.
- Distinguish between true product bugs, configuration issues, integration issues, and user error.
- Verify fixes before they are communicated to customers to ensure accuracy and prevent repeat escalations.
- Troubleshoot API errors, authentication issues, webhooks, and integration failures.
- Fine-tune our AI support agent and internal automation workflows.
- Identify gaps in support processes and implement tools, automation, or documentation to reduce time-to-resolution.
- Build workflows and technical tooling that increase Engineering throughput and reduce rework.
- Create and maintain support articles, troubleshooting guides, and internal runbooks.
- Translate complex issues into clear, reusable solutions for Support, AMs, and customers.
- Improve documentation structures to enhance AI accuracy and customer self-service.
- Analyze escalation trends to recommend UI, UX, workflow, and architectural improvements.
- Work with Engineering and Product to eliminate recurring issues and improve product stability.
- Advocate for fixes that meaningfully reduce friction and support load.
What are the required qualifications for a Technical Support Engineer
- 1+ years in a Technical Support Engineer, Solutions Engineer, Escalations Engineer, or similar role.
- Strong debugging skills using observability and monitoring tools (e.g., Datadog, Databricks).
- Ability to read logs and code, decipher stack traces, and interpret technical signals quickly.
- Strong understanding of APIs, webhooks, authentication models, and integrations.
- Experience working directly with customers on technical calls.
- Comfort partnering with Engineering in high-pressure, time-sensitive situations.
Preferred qualifications:
- Experience with automation tools (Zapier, Make, or similar).
- Experience with AI-powered support tools or LLM-based automation.
- Background in SaaS platforms with complex configurations or multi-system integrations.
- Light scripting experience (Python, TypeScript, or SQL) is a plus.
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready
If you are interested, you can access your instant interview here: https://alpharun.com/i/EkVTNjrf-Dx_M_MZLHouJ
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
