[Hiring] Technical Support Engineer @DevSavant Inc.

Role Description

We are seeking a Technical Support Engineer to join our Support team. In this role, you will act as the final support tier before escalation to Engineering or Product, helping customers resolve complex technical issues related to APIs, backend systems, integrations, and JavaScript-based workflows.

You will work closely with customers, Support Engineers, and Engineering teams to troubleshoot issues, lead incident response efforts, perform root cause analysis, and continuously improve support processes and documentation.

The ideal candidate is technically curious, customer-focused, and enjoys solving challenging problems in a fast-paced SaaS environment.

Key Responsibilities

• Resolve complex technical issues escalated from Level 1 Support Engineers.
• Troubleshoot APIs, integrations, JavaScript-related issues, backend systems, and application behavior.
• Validate and triage potential product bugs before escalating to Engineering.
• Provide detailed technical context, reproduction steps, and investigation findings during escalations.
• Own escalated support cases from Level 1 engineers, focused on deep technical troubleshooting across APIs, JavaScript, and backend systems.
• Validate and triage potential product bugs, determining whether they can be resolved within Support or require Engineering involvement.
• Participate in on-call rotations and lead technical incident response, coordinating across teams as needed.
• Deliver fast, accurate, and technically deep responses to customers, helping resolve API and backend issues with minimal friction.
• Leverage internal tools like Grafana, databases, and logging platforms to investigate issues and support customers effectively.
• Write lightweight scripts and use debugging tools to analyze data, improve investigations, and optimize resolution times.
• Maintain and contribute to internal and external help documentation, ensuring up-to-date guides and technical resources.
• Handle a ticket queue with both standard and advanced support cases. Prioritize complexity, impact, and customer urgency.
• Collaborate on building technical training material to improve onboarding and upskilling of support engineers.

Qualifications

• 2–4 years of experience in Technical Support within SaaS environments.
• Experience troubleshooting APIs, backend systems, and integrations.
• 1–2 years of experience with JavaScript, scripting, or debugging.
• Experience working directly with Engineering teams during escalations.
• Familiarity with incident response processes and Root Cause Analysis (RCA).
• Strong English communication skills, both written and verbal.
• Strong troubleshooting, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Nice to Have

• Experience with GIS tools such as QGIS or ArcGIS.
• Experience with WalkMe, Skilljar, or similar training platforms.
• Experience with monitoring tools such as Grafana.
• Exposure to SaaS infrastructure and cloud environments.