Work Setup: Remote/WAH

Equipment Provision: BYOD

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

• Serve as the primary escalation point for complex technical issues that require in-depth troubleshooting and resolution.
• Provide advanced technical support while maintaining a customer-first approach—empathetic, accurate, compassionate, responsive, resourceful, and detail-oriented.
• Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution.
• Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations.
• Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
• Continuously learn, master, and share technical knowledge.
• Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues.
• Perform testing and validate bug fixes from Engineering team
• Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions.
• Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process.
• Stay updated on product updates, system changes, and new features to enhance troubleshooting capabilities.
• Perform other support-related tasks as assigned.

What are the required qualifications for a Technical Support Engineer?

• 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS or similar environment.
• Strong background in customer service and technical problem-solving.
• Proven ability to diagnose and troubleshoot complex SaaS applications.
• Proficiency in using Zendesk or similar ticketing and chat support systems.
• Solid understanding of HTML, JavaScript, CSS, and RESTful APIs.
• Experience working with SaaS integrations and debugging API-related issues.
• Familiarity with database queries (SQL) for troubleshooting (a plus)
• Experience using Datadog or other logging platforms for log analysis (a plus).
• Experience working with engineering teams to report and resolve product bugs.
• Familiarity with HR systems (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/Iwt9OIeuATmZjkGxU7VE9