Technical Support Engineer - SaaS API & Backend

DevSavant Inc.; Colombia; A distancia; COP 48.000.000 - 72.000.000; Jornada completa

Descripción de la vacante

DevSavant Inc. is seeking a Technical Support Engineer to join our Support team.

You will act as the final support tier before escalation to Engineering or Product, helping customers resolve complex technical issues related to APIs, backend systems, integrations, and JavaScript-based workflows. You will work closely with customers, Support Engineers, and Engineering teams to troubleshoot issues, lead incident response efforts, perform root cause analysis, and continuously improve support

Formación

• 2-4 years of SaaS technical support experience.
• Experience troubleshooting APIs, backend systems and integrations.
• 1-2 years in JavaScript, scripting or debugging.
• Experience collaborating with Engineering during escalations.
• Strong RCA familiarity and incident response knowledge.
• Excellent English written and verbal communication.
• Strong troubleshooting and analytical skills.
• Ability to work in a fast-paced, multi-priority environment.

Responsabilidades

• Resolve complex issues escalated from Level 1 Support.
• Troubleshoot APIs, integrations and JavaScript-related issues.
• Validate and triage potential product bugs before escalation.
• Provide detailed context and steps during escalations.
• Lead on-call rotations and incident response.
• Develop and maintain internal/external help docs.
• Manage ticket queue with prioritization.
• Create training content to upskill the team.

Conocimientos

SaaS support

APIs troubleshooting

Backend systems

JavaScript

Scripting

Incident response

Root Cause Analysis

English communication

Troubleshooting

Prioritization

Herramientas

Grafana

Descripción del empleo

DevSavant Inc. is seeking a Technical Support Engineer to join our Support team.

You will act as the final support tier before escalation to Engineering or Product, helping customers resolve complex technical issues related to APIs, backend systems, integrations, and JavaScript-based workflows. You will work closely with customers, Support Engineers, and Engineering teams to troubleshoot issues, lead incident response efforts, perform root cause analysis, and continuously improve support