Support Engineer

About The Role Bonusly is looking for a Support Engineer who can deliver an exceptional customer experience by investigating issues, providing thoughtful solutions, and driving meaningful outcomes for our users. This role blends technical problem-solving with empathy, ownership, and a genuine passion for helping people succeed. It also represents the evolution of modern Support Engineering — we want someone curious about Agentic AI who is motivated to refine, train, and improve intelligent systems that accelerate, optimize, and scale customer interactions, acting as a human-in-the-loop partner to ensure automation stays accurate and grounded in real customer needs. The work directly impacts customer experience, operational efficiency, and how support scales across the business.

At Bonusly you'll...

• Execute a delightful day-to-day customer support experience, including responding quickly to questions via phone, email, chat, and occasional video, and following up on reported issues.
• Assist customers with configuring integrations with vendors such as Okta (SSO/SCIM), SFTP, ADP, Workday, BambooHR, Merge, and others.
• Collaborate with the Product Engineering team to diagnose the root cause of bugs, fix issues in code, and escalate complex ones.
• Tune the AI agent to provide better frontline support by diagnosing patterns where it falls short and implementing MCP tools and guidance.
• Maintain up-to-date documentation, FAQs, and guides to help customers self-serve integration issues where possible.

You should apply if you...

• 4+ years of relevant work experience.
• Past experience in live customer support is required.
• Relevant Bachelor’s degree.
• Strong English verbal and written communication skills.
• Curious about how modern SaaS systems work, with enthusiasm for collaborating with AI-driven support tools.
• Exposure to monitoring or analytics tools (e.g., Datadog, Snowflake, or similar).
• Experience with AI, integrations, and vibe coding.
• Clear, confident communication across audiences with varying levels of technical expertise.
• Empathy, patience, and professionalism in customer interactions.
• Enjoyment of troubleshooting complex issues by asking thoughtful questions and leveraging documentation.
• Ability to read and write basic code, and comfort navigating logs, JSON payloads, or browser dev tools is preferred. 
• Ownership of work, with the ability to prioritize effectively across customer and internal needs.
• Ability to thrive working autonomously while contributing to a collaborative team.
• Motivation to grow a career in Support Engineering, Systems, or Software Engineering.
• Plus: experience on a support team at a SaaS organization.

Compensation & Structure

Remote in Bangladesh | Full-time & Contractual Salary: BDT 150,000+ per month (higher for deserving candidates)

Benefits: 2 Festival Bonuses + paid time off + a 1x work-from-home payment + company-provided equipment. This contract does not include company-sponsored health insurance. Shift: Monday - Friday, EST working hours (flexibility available in choosing hours)

Please note, this position will observe all mandatory public holidays in Bangladesh. However, there may be occasions when coverage is required during a holiday. In such cases, we will first seek volunteers to work on these days. If you are scheduled to work on a holiday, you will be eligible to take an equivalent day off at another time, as agreed with your manager