Senior Product Support Engineer - SaaS API & Data Expert

KMC Solutions; Philippines; On-site; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning opportunities

Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is seeking a Senior Product Support Engineer to join our Customer Success team. You will troubleshoot highly complex customer issues across products, APIs, and integrations, acting as a bridge between customers and Engineering.

You will dive into backend systems, write SQL queries, and collaborate with Product and DevOps to drive scalable improvements while mentoring teammates and contributing to knowledge base content.

Qualifications

• 3–5 years of technical SaaS support experience with enterprise customers.
• Proficient in SQL query writing and data analysis.
• Experience with RESTful APIs and API debugging (Postman).
• Strong communication and cross-team collaboration skills.

Responsibilities

• Investigate and resolve highly complex customer issues escalated from Tier 1 and Tier 2 Support teams.
• Collaborate with Engineering, Product, and DevOps to resolve incidents and drive product improvements.
• Analyze data from SQL databases to support issue investigations and identify root causes.
• Debug and troubleshoot issues related to SOCi APIs, integrations, and backend services.
• Proactively identify patterns in product quality and contribute to improvements with Product teams.
• Coach and mentor junior support teammates on advanced troubleshooting techniques.

Skills

Troubleshooting

Analytical thinking

Communication

Cross-team collaboration

Prioritization

Tools

SQL

RESTful APIs

Postman

Zendesk

Salesforce

Jira

Datadog

Sentry

Job description

KMC Solutions is seeking a Senior Product Support Engineer to join our Customer Success team. You will troubleshoot highly complex customer issues across products, APIs, and integrations, acting as a bridge between customers and Engineering.

You will dive into backend systems, write SQL queries, and collaborate with Product and DevOps to drive scalable improvements while mentoring teammates and contributing to knowledge base content.