Technical Support Engineer - API & Backend Troubleshooter

DevSavant; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

DevSavant is seeking a Technical Support Engineer to join its Support team. You will resolve complex issues related to APIs, backend systems, and JavaScript workflows, working with Support Engineers and Engineering to troubleshoot and improve processes.

The role emphasizes incident response, RCA, and documenting findings, with a focus on delivering fast, accurate, and technically deep customer support in a fast-paced SaaS environment.

Qualifications

• 2–4 years of experience in Technical Support within SaaS.
• Experience troubleshooting APIs, backend systems, and integrations.
• 1–2 years of experience with JavaScript, scripting, or debugging.
• Experience working directly with Engineering teams during escalations.
• Familiarity with incident response processes and RCA.
• Strong English communication skills, both written and verbal.
• Strong troubleshooting, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

• Resolve complex issues escalated from Level 1 Support.
• Troubleshoot APIs, integrations, JavaScript-related issues, backend systems.
• Validate and triage potential product bugs before escalating to Engineering.
• Provide detailed context, reproduction steps, and investigation findings during escalations.
• On-Call & Incident Management: Participate in on-call rotations and lead technical incident response.
• Customer-focused execution with fast, accurate, and deep technical responses.
• Leverage Grafana, databases, and logging platforms to investigate issues.
• Write lightweight scripts to analyze data and speed resolution.
• Contribute to internal and external help documentation.
• Handle a ticket queue with prioritization based on complexity and urgency.
• Collaborate on creating technical training materials for onboarding.

Skills

Technical Support

API troubleshooting

Backend systems

JavaScript

Incident response

Root Cause Analysis

Customer communication

Troubleshooting

Tools

Grafana

Databases

Logging tools

Job description

DevSavant is seeking a Technical Support Engineer to join its Support team. You will resolve complex issues related to APIs, backend systems, and JavaScript workflows, working with Support Engineers and Engineering to troubleshoot and improve processes.

The role emphasizes incident response, RCA, and documenting findings, with a focus on delivering fast, accurate, and technically deep customer support in a fast-paced SaaS environment.