Remote SaaS Tech Support Engineer: Automation & API

SupportNinja; Philippines; Remote; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Full time employees

Competitive compensation

Government-mandated benefits

Retirement Savings Program

Life Insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and development

Employee Referral Program

Job summary

SupportNinja is seeking a Technical Support Engineer to be the primary technical contact for customers and internal teams, resolving complex SaaS issues, guiding API integrations, and developing automation scripts. This remote, full-time role requires night-shift flexibility and strong collaboration with engineering to ensure reliability and efficient workflows.

The ideal candidate brings 3+ years in SaaS support, proficiency in SQL, GraphQL, APIs, Python, Playwright, and Datadog, plus excellent

Qualifications

• 3+ years of experience in SaaS software support and troubleshooting or solution architecture/implementation of SaaS software solutions.
• Proficiency in SQL, GraphQL, APIs, JSON, and Excel/Google sheet functions.
• Familiarity with Snowflake and API tools like Postman or Insomnia.
• Familiarity with Python and Playwright for testing.
• Familiarity with monitoring tools such as Datadog or similar to analyze system logs.
• A bachelor’s degree in computer science or computer engineering is plus.
• B2B SaaS startup experience is a strong plus.
• Motivated, high energy, self starter that works well independently and as part of a team of company leaders, engineers, customer support analysts, and account managers.
• Ability to learn technology quickly through instruction and hands-on self-training.
• Excellent verbal and written communication skills with experience working with account managers, external customers, technical/non-technical users, engineers, leadership, etc.)
• Possesses strong analytical and problem solving skills with experience in investigating and resolving complex software issues.
• Thrives in a dynamic, fast paced, customer facing environment.

Responsibilities

• Provide advanced technical support for complex enterprise software issues, including automation, integrations, exports, and UI behavior.
• Investigate and resolve customer-reported issues via tickets (SUP cases), Slack threads, and direct communications, documenting findings and resolutions.
• Identify root causes of recurring issues and elevate critical problems to engineering with full reproduction steps, logs, and analysis.
• Respond to escalations, including system errors, automation failures, or workflow interruptions, ensuring timely and accurate resolutions.
• Assist with integration of APIs such as client's API, guiding teams and customer through record creation, updates, and custom workflows.
• Troubleshoot API errors using tools like Insomnia, Postman, or custom Python scripts.
• Develop, maintain, and debug automation scripts in Python and Playwright for testing, exports, app installations, and workflow orchestration.
• Automate repetitive tasks such as app exports, installations, and record updates to improve team efficiency.
• Ensure automation scripts are robust, reusable, and aligned with system rules and constraints.
• Conduct comprehensive testing of platform features, including display blocks, dynamic/static picklists, export/import workflows, record selections, and custom aspect and etc.
• Identify, document, and track bugs with clear steps, screenshots, logs, and environment details.
• Perform retests to validate fixes and ensure functionality across multiple scenarios.
• Collaborate with engineering to implement enhancements and prevent regression issues.
• Use monitoring tools such as Datadog to analyze system logs, track recurring errors, and identify performance bottlenecks.
• Detect patterns in system failures or automation issues and propose preventive solutions.
• Collaborate with engineering on data-driven troubleshooting and debugging initiatives.
• Create clear, detailed technical documentation for workflows, API usage, automation scripts, and troubleshooting procedures.
• Maintain internal cheat sheets, guides, and best practices for the support team.
• Share insights and lessons learned from ticket resolutions to improve team knowledge and operational efficiency.
• Coordinate with Products and Engineering to address technical issues, reproduce bugs, and validate fixes.
• Provide support and guidance to other teams implementing integrations, automation, or advanced workflows.
• Assist in evaluating new features and identifying potential support challenges before release.
• Provide clear, professional, and technical communication to customers regarding system issues, workarounds, and resolutions.
• Track critical escalations and ensure engineering and leadership are updated on progress.
• Maintain high customer satisfaction by balancing technical detail with actionable guidance.

Skills

SQL

GraphQL

APIs

JSON

Excel/Google Sheets

Python

Playwright

Datadog

Postman

Insomnia

Education

Bachelor's degree in Computer Science or Computer Engineering

Tools

Postman

Insomnia

Snowflake

Job description

SupportNinja is seeking a Technical Support Engineer to be the primary technical contact for customers and internal teams, resolving complex SaaS issues, guiding API integrations, and developing automation scripts. This remote, full-time role requires night-shift flexibility and strong collaboration with engineering to ensure reliability and efficient workflows.

The ideal candidate brings 3+ years in SaaS support, proficiency in SQL, GraphQL, APIs, Python, Playwright, and Datadog, plus excellent