Developer Support Engineer

SupportNinja; Quezon City; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Employee Referral Program

Beautiful onsite office space

Free lunch provided daily

Job summary

SupportNinja is seeking a Developer Support Engineer in the Philippines to provide technical support to customers, guide development and integration best practices, and collaborate with product and engineering teams to improve the product. You will resolve complex issues, create code samples using REST APIs and Node.js, and contribute to knowledge bases.

You will also train developers, enable internal teams, and maintain KPI-driven performance in a hybrid work setup at Sanctum, SM - North EDSA,

Qualifications

• Minimum of 2 years Developer Support/Engineering experience.
• 2+ years development/scripting in JavaScript or Python.
• Familiarity with debugging tools and version control systems.
• Ability to manage tasks and support inquiries autonomously.
• Customer-focused mindset with passion for high-quality support.
• Experience building SaaS integrations and templates.
• Basic knowledge of Go, reading developer docs, and creating code samples.
• Strong problem-solving and communication skills.
• Experience with REST APIs and building scripts from API docs.
• Familiarity with logging tools and data queries.

Responsibilities

• Provide best practices for building apps/integrations and reports using REST APIs and development tools.
• Provide timely technical support via email and other channels and meet monthly quotas.
• Handle escalations and perform root-cause analyses.
• Create and maintain technical docs, knowledge bases, and FAQs.
• Create public code samples showing how to use REST APIs, SDKs, and tools.
• Update internal tools and write productivity scripts using Node.js.
• Conduct product trainings for developers to enhance usage.
• Enable internal teams and run office hours as SME for product areas.
• Collaborate with support team to share knowledge and improve efficiency.
• Continuously improve product knowledge through trainings.

Skills

JavaScript

Python

Go

REST APIs

SaaS integrations

Problem solving

Communication

Node.js

Tools

Node.js

Job description

Employment Type: Full-Time

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

• Minimum of 2 years development/scripting experience in languages like JavaScript, Python

• 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

• Node.js: scripting proficiency

• JavaScript, CSS, HTML, browser developer console: Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples

• 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

• 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

  • Beautiful office space (for onsite employees)

  • Free lunch provided daily (for onsite employees)