SupportNinja

Technical Support Engineer, API, SQL

SupportNinja

full-time

Posted on:

Location Type: Hybrid

Location: Philippines

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Job Level

Junior

Tech Stack

SplunkSQL

About the role

  • Diagnose and troubleshoot technical issues reported by customers with a focus on providing accurate and timely solutions
  • Develop and maintain a comprehensive understanding of our products and services
  • Stay informed about industry trends, updates, and new technologies to better assist customers
  • Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently
  • Document and track customer issues, ensuring thorough and accurate records for future reference
  • Create and update technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently
  • Conduct training sessions for customers and internal teams on product features and best practices
  • Gather customer feedback and insights to contribute to the continuous improvement of products and services
  • Advocate for customer needs within the organization, ensuring a customer-centric approach to product development
  • 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

Requirements

  • 1 or more years experience in a Technical Support Engineer or similar customer-facing technical role.
  • Demonstrated experience in technical support, customer service, or a similar customer-facing role in a technical environment.
  • Strong proficiency in SQL (writing and optimizing queries)
  • Demonstrated experience designing, consuming, and debugging REST APIs.
  • Must be comfortable with JSON, webhooks, and common SaaS integrations.
  • Familiarity with performance troubleshooting and various analytics tools (Splunk preferred).
  • Working knowledge of SSO/SAML/ADFS and general enterprise security controls.
  • Proven ability to troubleshoot and resolve issues within complex, multi-layered software stacks (Email, Telephony, Web Chat).
  • Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples.
  • Strong problem-solving and analytical skills.
  • Excellent communication skills, both written and verbal.
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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLREST APIsJSONwebhooksSaaS integrationsperformance troubleshootinganalytics toolsSSOSAMLADFS
Soft Skills
problem-solvinganalytical skillscommunication skillscustomer-centric approachcollaborationempathytrainingdocumentationfeedback gatheringteam efficiency