Technical Support Engineer (SaaS and Test Automation)

New

SupportNinjaSaaS software

Philippines, Must be flexible (esp. night shift)Full-TimeMiddle

Salary not disclosed

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Job Details

Experience: 3+ years of experience in SaaS software support and troubleshooting or solution architecture/implementation of SaaS software solutions.
Required Skills: GraphQLPythonSQLSnowflakeMicrosoft ExcelRESTful APIsJSONGoogle SheetsPlaywright

Have 3+ years of experience in SaaS software support and troubleshooting or SaaS solution architecture or implementation.
Demonstrate proficiency in SQL, GraphQL, APIs, JSON, and Excel or Google Sheets functions.
Be familiar with Snowflake and API tools such as Postman or Insomnia.
Be familiar with browser developer tools, including console errors and network requests.
Be familiar with Python and Playwright for testing.
Be familiar with Datadog or similar monitoring tools for analyzing system logs.
Be flexible with the work schedule, especially night shifts.
Bring strong analytical and problem-solving skills for investigating complex software issues.
Communicate effectively with customers, account managers, technical and non-technical users, engineers, and leadership.
Work independently and collaboratively, and learn technology through instruction and hands-on self-training.
A bachelor's degree in computer science or computer engineering is a plus.
B2B SaaS startup experience is a strong plus.

Provide advanced technical support for complex enterprise software issues, including automation, integrations, exports, and UI behavior.
Investigate ticket and customer-reported issues, document findings, and escalate critical problems with reproduction steps, logs, and analysis.
Assist with API integrations and troubleshoot API errors using tools such as Insomnia, Postman, or Python scripts.
Develop, maintain, and debug Python and Playwright automation scripts for testing, exports, installations, and workflow orchestration.
Test platform features and workflows, document bugs, and retest fixes across multiple scenarios.
Use Datadog or similar monitoring tools to analyze system logs, recurring errors, and performance bottlenecks.
Create technical documentation and maintain support-team guides and best practices.
Coordinate with Product and Engineering to reproduce bugs, validate fixes, and identify support challenges in new features.
Communicate issues, workarounds, and resolutions to customers and keep stakeholders updated on critical escalations.

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