Hands-on API Support Engineer: Debug, Triage & Resolve

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

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.