Technical Support Engineer – QA Automation, SaaS

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver expert technical assistance for intricate enterprise software challenges, encompassing automation, integrations, exports, and user interface behavior.

• Examine and resolve issues reported by customers through tickets, Slack conversations, and direct communication.

• Record findings and solutions in a systematic manner.

• Determine root causes of recurring problems and escalate significant issues to the engineering team, including reproduction steps, logs, and analysis.

• Address escalations related to system errors, automation breakdowns, and workflow disruptions.

• Aid in API integrations, which involve record creation, updates, and customized workflows.

• Diagnose API errors utilizing Insomnia, Postman, or bespoke Python scripts.

• Design, maintain, and troubleshoot Python and Playwright automation scripts.

• Automate application exports, installations, and record modifications.

• Execute thorough platform feature testing and regression testing.

• Identify, document, and monitor bugs with detailed steps, screenshots, logs, and environmental data.

• Reassess fixes and confirm functionality across various scenarios.

• Utilize Datadog to analyze system logs, monitor recurring errors, and pinpoint performance bottlenecks.

• Create and sustain technical documentation, cheat sheets, guides, and best practices.

• Collaborate with Product and Engineering teams to reproduce bugs and validate resolutions.

• Support teams in executing integrations, automation, and advanced workflows.

• Assist in assessing new features and identifying potential support challenges prior to release.

• Clearly communicate technical issues, workarounds, and solutions to customers.

• Monitor critical escalations and inform engineering and leadership about progress.

• Ensure high customer satisfaction by providing actionable technical guidance.

⛳️ Requirements

• Minimum of 3 years’ experience in SaaS software support and troubleshooting, or in solution architecture/implementation of SaaS software solutions.

• Proficient in SQL, GraphQL, APIs, JSON, and functions in Excel/Google Sheets.

• Familiarity with Snowflake and API tools such as Postman or Insomnia.

• Understanding of developer tools in browsers, including console errors and network requests.

• Bachelor's degree in computer science or computer engineering is advantageous.

• Experience in a B2B SaaS startup is a significant plus.

• Capability to work independently as well as collaboratively within a team.

• Quick learner with the ability to grasp technology through instruction and self-directed hands-on training.

• Outstanding verbal and written communication abilities.

• Strong analytical and problem-solving skills, with a background in investigating and resolving complex software issues.

• Ability to excel in a dynamic, fast-paced, customer-facing environment.

🏝️ Benefits

• Equipment provided by the company.

• Competitive salary.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance coverage.

• Health Maintenance Organization (HMO) coverage from day one.

• Paid time off.

• Birthday leave.

• Bonus and incentive programs.

• Opportunities for skills training and personal as well as professional development.

• Employee Referral Program.

• Experience endless fun for limitless growth.