[Hiring] Support Engineer @Bonusly

Role Description

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.

• 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.

Qualifications

• 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.

Benefits

• 2 Festival Bonuses
• Paid time off
• 1x work-from-home payment
• Company-provided equipment

Company Description

This contract does not include company-sponsored health insurance.

Remote in Bangladesh | Full-time & Contractual

Salary: BDT 150,000+ per month (higher for deserving candidates)

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.