Developer Support Engineer

3 weeks ago

Quezon City, National Capital Region, Philippines SupportNinja Full time
Overview

Developer Support Engineer – Onsite at The Sanctum, SM - North EDSA, QC. Schedule: Flexible, including night shift. Start Date: ASAP. Work Setup: Onsite at The Sanctum, SM - North EDSA, QC.

The Developer Support Engineer is responsible for providing technical support to customers and assisting them in resolving complex technical issues and guiding them on development / integration best practices. This role will work closely with support, customer success, professional services, engineering, and product teams to ensure a seamless customer experience and contribute to the improvement of products based on customer feedback and inquiries.

Responsibilities
  • Provide best practices to customers looking for guidance on how to build applications / integrations and reports utilizing REST APIs, data and other development tools
  • Provide timely and effective technical support to customers via various communication channels including email and fulfill monthly submission quotas in a fast-paced support team
  • Handle escalations for high-priority inquiries & incidents and compiling root cause analyses
  • Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently
  • Create public code samples to illustrate how best to use REST APIs, SDKs, and tools
  • Update internal tools and write productivity scripts using
  • Conduct product training sessions for developers to enhance their understanding and usage of the product
  • Conduct enablements for internal teams and office hours for customers as an SME for related areas of the product
  • Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency
  • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Collaborate with other departments as needed to resolve customer issues
  • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Adhere to company policies and procedures
  • Meet or exceed performance targets for related KPIs
  • Perform other duties as assigned
Qualifications
  • Minimum of 2 years of Developer Support/Engineering experience
  • Familiarity with debugging tools, version control systems, and issue-tracking systems
  • Ability to manage tasks and support inquiries autonomously
  • A customer-focused mindset with a passion for delivering high-quality support
  • Commitment to securing customer and company confidential information, including proactive engagement with co-workers to raise awareness of potential security issues, concerns, or areas of improvement
  • Experience building SaaS integrations
  • Familiarity with templating frameworks
  • Basic knowledge of Go Programming Language
  • Strong problem-solving and analytical skills
  • Excellent communication skills, both written and verbal
  • REST APIs: Experience with building scripts using documentation from REST APIs
  • Logging software (e.g.: SumoLogic): Ability to create queries and find required logs
  • Basic familiarity with AI and LLM concepts
  • Data models: Experience with understanding data models; some experience with building custom reports (e.g.: SQL, Looker) preferred
Benefits
  • Competitive compensation
  • Adherence to government-m mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
  • Beautiful office space
  • Free lunch provided daily

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