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Technical Support Engineer, Associate

DevSavant Inc.· DS
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LATAMFull-timePosted 1mo ago

About the role

Technical Support Engineer to join the Support team, acting as final support tier before escalation to Engineering or Product. Responsibilities include troubleshooting APIs, backend systems, integrations, and JavaScript-based workflows; incident response; root cause analysis; and continuous improvement of support processes and documentation.

Responsibilities

  • Resolve complex technical issues escalated from Level 1 Support Engineers.
  • Troubleshoot APIs, integrations, JavaScript-related issues, backend systems, and application behavior.
  • Validate and triage potential product bugs before escalating to Engineering.
  • Provide detailed technical context, reproduction steps, and investigation findings during escalations.
  • Resolve Complex Issues: Own escalated support cases from Level 1 engineers, focused on deep technical troubleshooting across APIs, JavaScript, and backend systems.
  • Pre-Escalation Triage: Validate and triage potential product bugs, determining whether they can be resolved within Support or require Engineering involvement.
  • On-Call & Incident Management: Participate in on-call rotations and lead technical incident response, coordinating across teams as needed.
  • Customer-Focused Execution: Deliver fast, accurate, and technically deep responses to customers, helping resolve API and backend issues with minimal friction.
  • Tooling Proficiency: Leverage internal tools like Grafana, databases, and logging platforms to investigate issues and support customers effectively.
  • Scripting for Support: Write lightweight scripts and use debugging tools to analyze data, improve investigations, and optimize resolution times.
  • Knowledge Development: Maintain and contribute to internal and external help documentation, ensuring up-to-date guides and technical resources.
  • Ticket Management: Handle a ticket queue with both standard and advanced support cases. Prioritize complexity, impact, and customer urgency.
  • Training Content Creation: Collaborate on building technical training material to improve onboarding and upskilling of support engineers.

Qualifications

  • 2–4 years of experience in Technical Support within SaaS environments.
  • Experience troubleshooting APIs, backend systems, and integrations.
  • 1–2 years of experience with JavaScript, scripting, or debugging.
  • Experience working directly with Engineering teams during escalations.
  • Familiarity with incident response processes and Root Cause Analysis (RCA).
  • Strong English communication skills, both written and verbal.
  • Strong troubleshooting, problem-solving, and analytical skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.

Skills

Required:Technical support in SaaS environmentsAPI troubleshootingJavaScript debugging/scripting
Last updated Sep 3, 2026. Interested? Apply on the company site.

About DevSavant Inc.

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