Work Setup: Onsite at The Sanctum, SM - North EDSA, QC Schedule: Flexible, including night shift Start Date: ASAP 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.: SumoLogic): Ability to create queries and find required logs Basic familiarly 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 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 Free lunch provided daily Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready If you are interested, you can access your instant interview here: https://alpharun.com/i/rChGvORqTqeD6xeul8BLJ Show more Show less