Work Setup: Remote

Start Date: TBD

Equipment Provision: Company provided

Schedule: 9PM - 6AM, M-F

What does a day in the life of a Technical Support Engineer look like?

• Maintain expert level platform knowledge in order to solve complex issues and assist internal teams with solutioning.
• Troubleshoot complex support cases, determine root causes, document findings, and collaborate with internal teams on the resolution of the issues.
• Collaborate with Account Managers to evaluate customer needs, analyze use case requirements, and recommend application solutions.
• Provide guidance and support to internal teams (app development, account managers, etc.) with solutioning best practices.
• Support Account Managers on an as needed basis with preparation for key deliverables such as quality testing applications prior to user acceptance testing.
• Develop and execute quality assurance test cases for larger features, Engineering request for regression testing, or for more complex features requiring a deeper technical expertise.
• Make decisions quickly, sometimes with limited information, and escalate appropriately.

What are the required qualifications for a Project Manager?

• Read and understand GraphQL calls from the front end to the back end of the platform.
• B2B SaaS startup experience
• 3+ years of experience in SaaS software support and troubleshooting or solution
• architecture/implementation of Saas software solutions.
• Proficiency with Excel/Google sheet functions
• Familiarity with SQL, Snowflake, JSON, APIs, and API tools like Postman or Insomnia
• Familiarity with developer tools on the browser (e.g. console errors and network requests)
• A bachelor’s degree in computer science or computer engineering is plus
• Motivated, high energy, self starter that works well independently and as part of a team of company leaders, engineers, customer support analysts, and account managers
• Ability to learn technology quickly through instruction and hands-on self-training
• Excellent verbal and written communication skills with experience working with account managers, external customers, technical/non-technical users, engineers, leadership, etc.)
• Possesses strong analytical and problem solving skills with experience in investigating and resolving complex software issues.
• Thrives in a dynamic, fast paced, customer facing environment.

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?