Developer Support Engineer

SupportNinja; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation

Gov benefits

Retirement matching

Life insurance

Paid time off

Birthday leave

Bonus plans

Skills training

Employee referrals

Office space onsite

Free lunch

Job summary

SupportNinja in the Philippines is looking for a Developer Support Engineer to join our hybrid team working from Sanctum, SM - North EDSA, QC. You will guide customers on development best practices and help resolve complex technical issues across multiple teams.

The ideal candidate has at least 2 years in Developer Support/Engineering, strong REST API and SaaS integration experience, and excellent communication skills. Onsite perks and training opportunities are available.

Qualifications

• Minimum of 2 years of Developer Support/Engineering experience.
• Experience building SaaS integrations and REST API workflows.
• Strong problem-solving and communication skills.
• Ability to work autonomously and manage multiple inquiries.

Responsibilities

• Provide best practices for building apps/integrations via REST APIs.
• Provide timely technical support and meet submission quotas.
• Handle escalations and root cause analyses.
• Create and maintain technical docs and FAQs.
• Update tools and write productivity scripts using Node.js.
• Conduct product training and office hours as SME.

Skills

Dev Support

Engineering experience

Debugging tools

Version control

Issue tracking

Go programming

REST APIs

SQL/Looker

Cybersecurity awareness

Communication skills

Tools

Sumo Logic

Job description

Work Setup: Hybrid (Sanctum, SM - North EDSA, QC)

Equipment: BYOD

The Developer Support Engineer is responsible for providing technical support to customers and assisting them in resolving complex technical issues and guiding them on development/integration best practices. This role will work closely with support, customer success, professional services, engineering, and product teams to ensure a seamless customer experience and contribute to the improvement of products based on customer feedback and inquiries.

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

• Provide best practices to customers looking for guidance on how to build applications/integrations and reports utilizing REST APIs, data and other development tools
• Provide timely and effective technical support to customers via various communication utilizing email and fulfill monthly submission quotas in a fast-paced support team
• Handle escalations for high-priority inquiries & incidents and compiling root cause analyses
• Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently
• Create public code samples to illustrate how best to use REST APIs, SDKs, and tools
• Update internal tools and write productivity scripts using Node.js
• Conduct product training sessions for developers to enhance their understanding and usage of the product
• Conduct enablements for internal teams and office hours for customers as an SME for related areas of the product
• Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

What are the required qualifications for a Developer Support Engineer?

• Minimum of 2 years of Developer Support/Engineering experience
• Familiarity with debugging tools, version control systems, and issue-tracking systems
• Ability to manage tasks and support inquiries autonomously
• A customer-focused mindset with a passion for delivering high-quality support
• Commitment to securing customer and company confidential information, including proactive engagement with co-workers to raise awareness of potential security issues, concerns, or areas of improvement
• Experience building SaaS integrations
• Familiarity with templating frameworks
• Basic knowledge of Go Programming Language
• Strong problem-solving and analytical skills
• Excellent communication skills, both written and verbal
• REST APIs: Experience with building scripts using documentation from REST APIs
• Logging software (e.g., Sumo Logic): Ability to create queries and find required logs
• Basic familiarity with AI and LLM concepts
• Data models: Experience with understanding data models; some experience with building custom reports (e.g.: SQL, Looker) preferred

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

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