Job Description

Work Setup:
Remote

Schedule:
9PM to 6AM Manila

Equipment:
BYOD (Bring your own device)

Start Date:
TBD

What does a day in the life of a Technical Support Engineer/Solutions Engineer look like?

  • Join customer calls to diagnose and resolve complex issues in real time.
  • Investigate and debug reported issues using Datadog, Databricks, Cursor, and internal tools.
  • Serve as the primary gatekeeper for escalations to Engineering—providing clear reproduction steps, logs, and root-cause analysis.
  • Distinguish between true product bugs, configuration issues, integration issues, and user error.
  • Verify fixes before they are communicated to customers to ensure accuracy and prevent repeat escalations.
  • Troubleshoot API errors, authentication issues, webhooks, and integration failures.
  • Fine-tune our AI support agent and internal automation workflows.
  • Identify gaps in support processes and i...

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