About the role

The Developer Support Engineer provides technical support to customers, assisting with complex issues and guiding them on development and integration best practices. They also collaborate with internal teams to improve products, maintain documentation, and create code samples to enhance the customer experience.

What they look for

JavaScript Python Node.js REST APIs SDKs Debugging Version control SQL Looker CSS HTML Sumo Logic Technical support Documentation Data models AI concepts

Requirements

Candidates must have at least 2 years of experience in developer support or engineering, along with proficiency in JavaScript and Python. Strong problem-solving skills, familiarity with REST APIs, and the ability to work autonomously are essential for this role.

Benefits

Retirement Savings Program Life Insurance HMO Paid time off Birthday leave Bonus plans Incentive plans Skills training Professional development Employee Referral Program Free lunch

Full description

Employment Type: Full-Time

Work Setup: Hybrid (Sanctum, SM - North EDSA, QC)

Equipment: BYOD

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., Sumo Logic): Ability to create queries and find required logs
Basic familiarity 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

Full-time employees• 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 (for onsite employees)
Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/YCA4TN9aPbaokRrexlNCu

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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