Technical Support Engineer (API) - REMOTE at Supportninja

Work Setup: Remote

Schedule: TBD

Equipment: BYOD (Bring your own device)

Start Date: TBD

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

• Daily support case management including incident triage, resolution, and escalation
• Daily triaging and resolving support requests submitted by internal and external users
• Interact with the customer to gather information, ask clarifying questions, and gather user and technical information to assist in resolution
• Function as a liaison between internal technical teams and application users
• Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
• Adherence to Service Level Agreements (SLA’s), and responsible for executing within the SLA
• Create support related knowledge articles
• Design, develop, and execute manual end-to-end test cases for product feature
• Troubleshoot issues related to new features identified during test execution
• Create detailed cases for bugs using developer tools, screen shots, screen recordings, etc
• Verify fixes for bugs and improve test coverage by adding additional test cases throughout testing.
• Collaborate on Quality Assurance issues with the team and our Engineers.

What are the required qualifications for a Technical Support Engineer?

• 1-3+ 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
• B2B SaaS startup experience is a strong 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:

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.

#supportninjajobs