Work Setup: Onsite at The Sanctum, SM - North EDSA, QC

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.: SumoLogic): Ability to create queries and find required logs
• Basic familiarly 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

• 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
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/r1rv_llasC6eYiAXRLFAD