Baubap

Senior Support Engineer

Baubap

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

AWSPHPSQL

About the role

  • Investigate and resolve technical issues raised by the Customer Success team through support tickets and product bugs.
  • Take ownership of fixing bugs and issues from the root cause, not just applying temporary workarounds.
  • Analyze patterns in support tickets to identify recurring problems and systemic weaknesses.
  • Design and implement backend solutions as needed to permanently resolve issues.
  • Work with APIs, workflows, and internal systems to diagnose failures and improve reliability.
  • Actively manage and coordinate stakeholders across Product, Customer Customer Success, Fincore, and Infrastructure to drive issues to resolution, align priorities, and ensure follow-through.
  • Improve internal tooling, workflows, or integrations that support Customer Success operations.
  • Document root causes, fixes, and learnings to reduce regressions and strengthen shared technical knowledge.

Requirements

  • Experience working as a Support Engineer or in a similar technical support role.
  • Hands-on experience with customer support platforms such as Zendesk, Zoho, Intercom, Front or similar.
  • Experience supporting front-facing systems and understanding how customer-facing issues surface operationally.
  • Strong experience working with PHP-based backends.
  • Ability to develop and modify backend code to resolve bugs and issues.
  • Experience working with REST APIs and API integrations.
  • Solid understanding of customer support platforms and their underlying workflows.
  • Experience designing or modifying workflows and integrations via APIs.
  • Experience working with relational databases and SQL.
  • Familiarity with AWS-based environments.
  • Experience using monitoring and error-tracking tools such as Datadog and Sentry.
Benefits
  • 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
  • 1 month (proportional) of Christmas bonus (Aguinaldo)
  • Food vouchers
  • Health & Life insurance
  • Competitive salary
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
PHPREST APIsSQLbackend developmentbug fixingworkflow designAPI integrationsmonitoring toolserror-tracking toolscustomer support platforms
Soft Skills
problem-solvingstakeholder managementcommunicationanalytical skillsownershipcollaborationdocumentation