Technical Support Engineer – QA Automation, SaaS

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Software Development Engineer in Test (SDET)

👻 Ghost score 10%

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Provide advanced technical support for complex enterprise software issues, including automation, integrations, exports, and UI behavior • Investigate and resolve customer-reported issues via tickets, Slack threads, and direct communications • Document findings and resolutions • Identify root causes of recurring issues and escalate critical problems to engineering with reproduction steps, logs, and analysis • Respond to escalations involving system errors, automation failures, and workflow interruptions • Assist with API integration, including record creation, updates, and custom workflows • Troubleshoot API errors using Insomnia, Postman, or custom Python scripts • Develop, maintain, and debug Python and Playwright automation scripts • Automate app exports, installations, and record updates • Conduct comprehensive platform feature testing and regression testing • Identify, document, and track bugs with steps, screenshots, logs, and environment details • Retest fixes and validate functionality across multiple scenarios • Use Datadog to analyze system logs, track recurring errors, and identify performance bottlenecks • Create and maintain technical documentation, cheat sheets, guides, and best practices • Coordinate with Product and Engineering to reproduce bugs and validate fixes • Support teams implementing integrations, automation, and advanced workflows • Assist in evaluating new features and identifying potential support challenges before release • Communicate technical issues, workarounds, and resolutions clearly to customers • Track critical escalations and update engineering and leadership on progress • Maintain high customer satisfaction through actionable technical guidance

🎯 Requirements

• 3+ years of experience in SaaS software support and troubleshooting or solution architecture/implementation of SaaS software solutions • Proficiency in SQL, GraphQL, APIs, JSON, and Excel/Google Sheet functions • Familiarity with Snowflake and API tools like Postman or Insomnia • Familiarity with developer tools on the browser, including console errors and network requests • Bachelor's degree in computer science or computer engineering is a plus • B2B SaaS startup experience is a strong plus • Ability to work independently and as part of a team • Ability to learn technology quickly through instruction and hands-on self-training • Excellent verbal and written communication skills • Strong analytical and problem-solving skills, with experience investigating and resolving complex software issues • Ability to thrive in a dynamic, fast-paced, customer-facing environment

🏖️ Benefits

• Company provided equipment • 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

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