Customer Support Engineer

MySavant.ai; Colombia; Presencial; COP 66.960.000 - 133.920.000; Jornada completa

Descripción de la vacante

MySavant.ai is seeking a Customer Support Engineer to be on the front line when customers need technical help. You will own inbound issues from first response through resolution, investigating API behavior, tracing webhooks and data flows, inspecting logs, reproducing problems, and escalating with everything needed to move quickly.

This is a hands-on, technical role: you will write clear customer responses, test API endpoints, dig through logs, and work with Engineering to understand root causes.

Formación

• 2+ years in technical support or similar customer-facing technical role.
• Strong working knowledge of REST APIs, HTTP, webhooks, authentication, and JSON.
• Working knowledge of AWS technologies (CloudWatch, Lambda, API Gateway, Aurora/Postgres, SQS, EventBridge).
• Experience with AI coding assistants (Claude Code, OpenAI Codex, GitHub Copilot).
• Working knowledge of Python, SQL, and advanced English.

Responsabilidades

• Serve as a primary responder for inbound customer technical questions and issues across APIs, webhooks, integrations, and data.
• Triage incoming requests, determine severity and scope, and drive issues toward resolution.
• Communicate clearly with customers throughout investigations and explain next steps.
• Own technical issues end-to-end, not just routing to other teams.
• Reproduce customer-reported issues using API requests, payloads, logs, and configuration data.
• Debug API errors, webhook issues, authentication/configuration problems, and data-quality issues.
• Use Postman, SQL, observability platforms, scripts, and internal tools to investigate problems.
• Differentiate between customer integration issues and product/telemetry defects.
• Develop workarounds or lightweight scripts to unblock customers.
• Partner with Engineering on deeper investigations and product changes.
• Create actionable escalations with reproduction steps and logs.
• Stay involved through resolution and translate findings into customer-facing answers.

Conocimientos

REST APIs

HTTP

Webhooks

Authentication

JSON

AWS CloudWatch

AWS Lambda

API Gateway

Aurora/Postgres

SQS

EventBridge

Claude Code

OpenAI Codex

GitHub Copilot

Python

SQL

English (Advanced)

Herramientas

Postman

Scripting

Observability platforms

Internal tooling

Descripción del empleo

We're hiring a Customer Support Engineer to be on the front line when customers need technical help. You'll own inbound technical issues from first response through resolution: investigating API behavior, tracing webhooks and data flows, inspecting logs and payloads, reproducing problems, and either fixing the issue yourself or escalating it to Engineering with everything needed to move quickly.

This is not a traditional support role where your job is to route tickets. We're looking for someone technical, curious, and comfortable getting hands-on. You should be equally at home writing a clear customer response, testing an API endpoint, digging through logs, and working with an engineer to understand why something broke.

Responsabilities:

• Serve as a primary responder for inbound customer technical questions and issues across APIs, webhooks, integrations, and data.
• Triage incoming requests, determine severity and scope, and drive issues toward resolution.
• Communicate clearly and proactively with customers throughout investigations, setting expectations and explaining next steps.
• Own technical issues end-to-end rather than simply routing them to Product or Engineering.
• Reproduce customer-reported issues using API requests, payloads, logs, account configuration, and other diagnostic data.
• Debug API errors, webhook failures, authentication and configuration issues, unexpected data, provider-specific behavior, and integration problems.
• Use tools such as Postman, SQL, observability platforms, scripts, and internal tooling to investigate technical problems.
• Distinguish between customer integration issues, upstream telematics-provider behavior, expected product behavior, data-quality problems, and Catena defects.
• Develop workarounds or lightweight scripts when appropriate to unblock customers quickly.
• Partner with Engineering on issues requiring deeper investigation or product changes.
• Create actionable engineering escalations with reproduction steps, expected versus actual behavior, relevant payloads and logs, scope, severity, and customer impact.
• Stay involved through resolution and translate technical findings into clear customer-facing answers.

Requirements:

• 2+ years of experience in technical support, support engineering, solutions engineering, implementation, or a similar customer-facing technical role, ideally in an API-first, developer-tool, infrastructure, or B2B SaaS environment.
• Strong working knowledge of REST APIs, HTTP, webhooks, authentication, and JSON.
• Working knowledge of AWS technologies, including CloudWatch, Lambda, API Gateway, Aurora/RDS (Postgres), SQS, and EventBridge.
• Working knowledge of AI coding assistants such as Claude Code, OpenAI Codex, and GitHub Copilot.
• Working knowledge of Python beyond basic scripting.
• Familiarity with SQL and querying production data.
• Advanced level of English

Preferred/Nice to Have

• Experience with support platforms such as HubSpot.
• Experience defining support SLAs, severity levels, escalation procedures, incident communications, or support metrics.
• Experience building internal support tools, scripts, automations, or AI-assisted support workflows.