[Hiring] Technical Support Engineer @Ninja Partners LLC

Role Description

As a Technical Support Engineer, you will be the key technical point of contact for customers and internal teams, providing expert support across enterprise applications, automation, APIs, and system monitoring. Your role combines customer-facing troubleshooting with deep technical problem-solving, ensuring system reliability, efficient workflows, and high-quality software.

Customer Support & Issue Resolution:

• Provide advanced technical support for complex enterprise software issues, including automation, integrations, exports, and UI behavior.
• Investigate and resolve customer-reported issues via tickets (SUP cases), Slack threads, and direct communications, documenting findings and resolutions.
• Identify root causes of recurring issues and escalate critical problems to engineering with full reproduction steps, logs, and analysis.
• Respond to escalations, including system errors, automation failures, or workflow interruptions, ensuring timely and accurate resolutions.

API & Integration Support:

• Assist with integration of APIs such as client's API, guiding teams and customers through record creation, updates, and custom workflows.
• Troubleshoot API errors using tools like Insomnia, Postman, or custom Python scripts.

Automation & Scripting:

• Develop, maintain, and debug automation scripts in Python and Playwright for testing, exports, app installations, and workflow orchestration.
• Automate repetitive tasks such as app exports, installations, and record updates to improve team efficiency.
• Ensure automation scripts are robust, reusable, and aligned with system rules and constraints.

Quality Assurance & Testing:

• Conduct comprehensive testing of platform features, including display blocks, dynamic/static picklists, export/import workflows, record selections, and custom aspects.
• Identify, document, and track bugs with clear steps, screenshots, logs, and environment details.
• Perform retests to validate fixes and ensure functionality across multiple scenarios.
• Collaborate with engineering to implement enhancements and prevent regression issues.

Monitoring & Analytics:

• Use monitoring tools such as Datadog to analyze system logs, track recurring errors, and identify performance bottlenecks.
• Detect patterns in system failures or automation issues and propose preventive solutions.
• Collaborate with engineering on data-driven troubleshooting and debugging initiatives.

Documentation & Knowledge Sharing:

• Create clear, detailed technical documentation for workflows, API usage, automation scripts, and troubleshooting procedures.
• Maintain internal cheat sheets, guides, and best practices for the support team.
• Share insights and lessons learned from ticket resolutions to improve team knowledge and operational efficiency.

Cross-functional Collaboration:

• Coordinate with Products and Engineering to address technical issues, reproduce bugs, and validate fixes.
• Provide support and guidance to other teams implementing integrations, automation, or advanced workflows.
• Assist in evaluating new features and identifying potential support challenges before release.

Customer Communication & Escalations:

• Provide clear, professional, and technical communication to customers regarding system issues, workarounds, and resolutions.
• Track critical escalations and ensure engineering and leadership are updated on progress.
• Maintain high customer satisfaction by balancing technical detail with actionable guidance.

Qualifications

• 3+ years of experience in SaaS software support and troubleshooting or solution architecture/implementation of SaaS software solutions.
• Proficiency in SQL, GraphQL, APIs, JSON, and Excel/Google sheet functions.
• Familiarity with Snowflake and API tools like Postman or Insomnia.
• Familiarity with developer tools on the browser (e.g. console errors and network requests).
• A bachelor’s degree in computer science or computer engineering is a plus.
• B2B SaaS startup experience is a strong plus.
• Motivated, high energy, self-starter that works well independently and as part of a team of company leaders, engineers, customer support analysts, and account managers.
• Ability to learn technology quickly through instruction and hands-on self-training.
• Excellent verbal and written communication skills with experience working with account managers, external customers, technical/non-technical users, engineers, leadership, etc.
• Possesses strong analytical and problem-solving skills with experience in investigating and resolving complex software issues.
• Thrives in a dynamic, fast-paced, customer-facing environment.

Requirements

• 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.
• Experience infinite fun so you can have infinite growth.

Company Description

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.