Baubap - Senior Support Engineer
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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. • What we can offer: • What we can offer: • Being part of a multicultural, highly driven team of professionals • 20 vacation days / year + 75% holiday bonus (Prima Vacacional) • 1 month (proportional) of Christmas bonus (Aguinaldo) • Health & Life insurance • Competitive salary
Responsibilities
• 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.
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