Technical Support Engineer (SaaS and Test Automation)

SupportNinja

Metro Manila

Remote

PHP 600,000 - 1,200,000

Full time

38 hours ago

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Benefits offered by this job

Competitive compensation

Adherence to government-mandated beneﬁ

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Skills training opportunities

Employee Referral Program

Job summary

SupportNinja in the Philippines is seeking a Technical Support Engineer who will act as the main technical contact for customers and internal teams, delivering expert support across enterprise apps, automation, APIs, and system monitoring.

You will troubleshoot complex software issues, write clear documentation, assist with API integrations using tools like Postman and Insomnia, and develop automation scripts in Python to improve workflows, all while maintaining high customer satisfaction.

Qualifications

3+ years of experience in SaaS software support and troubleshooting.

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, Slack threads, and direct communications, documenting findings and resolutions.
Identify root causes of recurring issues and escalate 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 API integrations and troubleshoot API errors using tools like Postman or Insomnia.
Develop, maintain, and debug automation scripts in Python and Playwright for testing, exports, app installations, and workflow orchestration.
Test platform features, document bugs, and collaborate with engineering to prevent regressions.
Use monitoring tools such as Datadog to analyze system logs and identify performance bottlenecks.

Skills

SaaS support

SQL

GraphQL

APIs

JSON

Python

Playwright

Datadog

Excel/Sheets

Education

Bachelor's degree in computer science or computer engineering

Tools

Insomnia

Postman

Python scripts

Job description

Work Setup: Remote

Schedule:Must be flexible (esp. night shift)

Equipment:Company Provided

Start Date: ASAP

As a Technical Support Engineer, you will be the key technical point of contact for customers and internal teams, providing expert support across enterprise applications, automation, APIs, and system monitoring. Your role combines customer-facing troubleshooting with deep technical problem-solving, ensuring system reliability, efficient workflows, and high-quality software

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

Customer Support & Issue Resolution:

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 escalating 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.

API & Integration Support:

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.

Automation & Scripting:

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.

Quality Assurance & Testing:

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.

Monitoring & Analytics:

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.

Documentation & Knowledge Sharing:

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.

Cross-functional Collaboration:

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.

Customer Communication & Escalations:

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.

What are the required qualifications for a Technical Support Engineer?

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 developer tools on the browser (e.g. console errors and network requests)
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.