Work Setup: Remote
Schedule: 10am - 7pm EST
Equipment: BYOD (Bring-your-own-device)
Start Date: ASAP
About the Role: We're seeking a highly technical, customer-focused problem solver to join product team. This high-impact role drives rapid resolution for our most complex technical customer issues, working at the intersection of Support, Engineering, and Customer Success. You'll diagnose and resolve advanced problems, build scalable support infrastructure, and improve customer experience.
What does a day in the life of a Technical Support Engineer look like
- Advanced Technical Problem Solving: Diagnose complex issues on customer calls, debug using tools (Datadog, Databricks, Cursor), triage Engineering escalations with clear reproduction steps and root cause analysis, and troubleshoot API, authentication, and integration failures.
- Knowledge Management & Documentation: Create and maintain high-quality support articles, runbooks, and troubleshooting guides to empower customers and internal teams, improving AI accuracy.
- Product & Experience Improvement: Analyze ticket patterns to recommend UI/UX/product enhancements, partner with Engineering/Product to reduce recurring issues, and advocate for customer-centric fixes.
- Support Infrastructure & Automation: Fine-tune our AI support agent and internal automation workflows, identify process gaps, and build tooling to enhance Engineering throughput. (Last priority)
What are the required qualifications for a Technical Support Engineer
- 3+ years in a Technical Support Engineer, Solutions Engineer, Escalations Engineer or similar role.
- Strong debugging skills with monitoring platforms (Datadog, Databricks, or similar), ability to read logs/stack traces.
- Expertise in APIs, webhooks, authentication, and integrations.
- Proven experience directly troubleshooting with customers on technical calls.
- Comfortable collaborating with Engineering under pressure.
- Basic knowledge in HTTP and JavaScript
Nice-to-Have:
- Experience with automation tools (Zapier, Make, etc.) or AI/LLM-based support.
- Familiarity with complex SaaS platforms.
- Light scripting experience (Python, TypeScript, or SQL).
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/ZGF-NHoBSc7NK76tH19M-
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.
