SAAS Technical Support Engineer

Job Title: SAAS Technical Support Engineer

Job Type: Full-Time

Location: Taguig City, Hybrid, 2 Days In-Office, 3 Days WFH, APAC and EMEA Time

Restriction: This opportunity is for candidates residing in the Philippines

Compensation: Competitive

As a SAAS Technical Support Engineer, you are the first line of defense when solving customer problems. You’ll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. In addition, you’ll be a vital component in ensuring outstanding service to our customers.

This role comes with great responsibility and requires a variety of skills: You’ll serve as a crucial link, translator, and communicator between customers and our equally extraordinary product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer, and you serve them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our web application, the Customer teams that serve our clients, and directly with end customers through our 24/7 in-app support chat. Your major responsibility will be making sure that the problems you address do not resurface. As a result, you’ll make the customer’s life easier as well as improve our core product. None of your days will be quite alike—exciting times guaranteed!

AS A SAAS TECHNICAL SUPPORT ENGINEER, YOU WILL…
*Make sure that the company is known for providing best-in-class service globally.
*Build technical expertise in Facebook products, including the Ads API, Pages, and Platform, and provide consultative guidance to businesses.
*Build technical expertise on Instagram and Pinterest and maintain a general awareness of other social media channels and the Ads API as the company continues to become multi-channel.
*Engage with the technological challenges of the world’s largest online advertisers.
*Help launch products, including supporting Alpha and Beta programs.
*Quickly resolve support and advertiser issues, including campaign performance and product bugs.
*Perform tech-heavy investigations.
*Analyze, reproduce, prioritize, and document platform bugs.
*Improve documentation and help drive education about our platform.
*Help cultivate the product feedback loop through your experiences in support.
*Act with little direction and work quickly to identify and fix the root causes of problems.
*Work with the nicest and brightest teammates in a flat organization.

WE’RE DEFINITELY LOOKING FOR YOU IF YOU HAVE…
*A genuine curiosity about online marketing, a willingness to push yourself to exceed your goals, and an ability to learn new things quickly.
*Passion for technology, is very quick to learn new tools, and is able to independently learn and investigate complex customer queries.
*2-3 years of technical support experience in a customer-facing role, preferably with SAAS technology.
*Experience in the ad tech and online marketing industries is highly desirable.
*Experience with JavaScript and SQL, and with experience conducting troubleshooting by looking at logs.
*Knowledge of databases, HTTP fundamentals, REST APIs, and basic web-application architecture (MVC) is highly desirable.
*Knowledge of modern web technologies is highly desirable, like React or AngularJS (our tech stack includes Ruby on Rails, Scala, React+Redux+Flow, Angular, PHP, MongoDB, Cassandra, and PostgreSQL).
*Experience with Intercom is preferred.
*Fluent in spoken and written English and a strong communicator.