{"id":3905148,"url":"https://alion.io/job/supportninja-technical-support-engineer-saas-and-test-automation-remote","title":"Technical Support Engineer (SaaS and Test Automation) | REMOTE","company":{"id":6256,"name":"SupportNinja","domain":"supportninja.com","url":"https://alion.io/company/supportninja","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"GraphQL","optional":false},{"name":"Insomnia","optional":false},{"name":"Playwright","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Slack","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-07T00:19:47Z","employer_posted_date":null,"last_verified_at":"2026-11-07T00:19:47Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Work Setup:Remote\n\nSchedule:Must be flexible (esp. night shift)\n\nEquipment:Company Provided\n\nStart Date: ASAP\n\nAs a Technical Support Engineer, you will be the key technical point of contact for customers and internal teams, providing expert support across enterprise applications, automation, APIs, and system monitoring. Your role combines customer-facing troubleshooting with deep technical problem-solving, ensuring system reliability, efficient workflows, and high-quality software\n\nWhat does a day in the life of a Technical Support Engineer like?\n\nCustomer Support & Issue Resolution:\n\nProvide advanced technical support for complex enterprise software issues, including automation, integrations, exports, and UI behavior.\n\nInvestigate and resolve customer-reported issues via tickets (SUP cases), Slack threads, and direct communications, documenting findings and resolutions.\n\nIdentify root causes of recurring issues and escalate critical problems to engineering with full reproduction steps, logs, and analysis.\n\nRespond to escalations, including system errors, automation failures, or workflow interruptions, ensuring timely and accurate resolutions.\n\nAPI & Integration Support:\n\nAssist with integration of APIs such as client's API, guiding teams and customer through record creation, updates, and custom workflows.\n\nTroubleshoot API errors using tools like Insomnia, Postman, or custom Python scripts.\n\nAutomation & Scripting:\n\nDevelop, maintain, and debug automation scripts in Python and Playwright for testing, exports, app installations, and workflow orchestration.\n\nAutomate repetitive tasks such as app exports, installations, and record updates to improve team efficiency.\n\nEnsure automation scripts are robust, reusable, and aligned with system rules and constraints.\n\nQuality Assurance & Testing:\n\nConduct comprehensive testing of platform features, including display blocks, dynamic/static picklists, export/import workflows, record selections, and custom aspect and etc.\n\nIdentify, document, and track bugs with clear steps, screenshots, logs, and environment details.\n\nPerform retests to validate fixes and ensure functionality across multiple scenarios.\n\nCollaborate with engineering to implement enhancements and prevent regression issues.\n\nMonitoring & Analytics:\n\nUse monitoring tools such as Datadog to analyze system logs, track recurring errors, and identify performance bottlenecks.\n\nDetect patterns in system failures or automation issues and propose preventive solutions.\n\nCollaborate with engineering on data-driven troubleshooting and debugging initiatives.\n\nDocumentation & Knowledge Sharing:\n\nCreate clear, detailed technical documentation for workflows, API usage, automation scripts, and troubleshooting procedures.\n\nMaintain internal cheat sheets, guides, and best practices for the support team.\n\nShare insights and lessons learned from ticket resolutions to improve team knowledge and operational efficiency.\n\nCross-functional Collaboration:\n\nCoordinate with Products and Engineering to address technical issues, reproduce bugs,and validate fixes.\n\nProvide support and guidance to other teams implementing integrations, automation, or advanced workflows.\n\nAssist in evaluating new features and identifying potential support challenges before release.\n\nCustomer Communication & Escalations:\n\nProvide clear, professional, and technical communication to customers regarding system issues, workarounds, and resolutions.\n\nTrack critical escalations and ensure engineering and leadership are updated on progress.\n\nMaintain high customer satisfaction by balancing technical detail with actionable guidance.\n\nWhat are the required qualifications for a Technical Support Engineer?\n\n3+ years of experience in SaaS software support and troubleshooting or solution architecture/implementation of SaaS software solutions.\n\nProficiency in SQL, GraphQL, APIs, JSON, and Excel/Google sheet functions\n\nFamiliarity with Snowflake and API tools like Postman or Insomnia\n\nFamiliarity with developer tools on the browser (e.g. console errors and network requests)\n\nFamiliarity with Python and Playwright for testing\n\nFamiliarity with monitoring tools such as Datadog or similar to analyze system logs\n\nA bachelor’s degree in computer science or computer engineering is plus\n\nB2B SaaS startup experience is a strong plus\n\nMotivated, high energy, self starter that works well independently and as part of a team of company leaders, engineers, customer support analysts, and account managers\n\nAbility to learn technology quickly through instruction and hands-on self-training\n\nExcellent verbal and written communication skills with experience working with account managers, external customers, technical/non-technical users, engineers, leadership, etc.)\n\nPossesses strong analytical and problem solving skills with experience in investigating and resolving complex software issues.\n\nThrives in a dynamic, fast paced, customer facing environment.\n\nNinja Perks and Benefits\n*Full time employees\n\nCompetitive compensation\n\nAdherence to government-mandated benefits\n\nRetirement Savings Program with Company Matching\n\nLife Insurance\n\nHMO on day 1\n\nPaid time off, birthday leave\n\nBonus and incentive plans\n\nOpportunities for skills training and personal and professional development\n\nEmployee Referral Program\n\nExperience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?\n\nIf you are interested, you can access your instant interview here:\n\nDisclaimer:\nThe duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.\n\nSupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.\n\n#Supportninjajobs\nOriginally posted on Himalayas","description_format":"text","description_chars":6128,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Professional development"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-07T02:28:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":28,"reasons":["seen:2","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/supportninja-technical-support-engineer-saas-and-test-automation-remote","json_url":"https://alion.io/job/supportninja-technical-support-engineer-saas-and-test-automation-remote.json","meta":{"generated_at":"2026-11-09T09:30:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9219,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6256},"rest":"https://alion.io/mcp/rest/get_company?id=6256"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsupportninja-technical-support-engineer-saas-and-test-automation-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsupportninja-technical-support-engineer-saas-and-test-automation-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsupportninja-technical-support-engineer-saas-and-test-automation-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/supportninja-technical-support-engineer-saas-and-test-automation-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsupportninja-technical-support-engineer-saas-and-test-automation-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3905148}},{"tool":"search_jobs","arguments":{"company":"supportninja.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3905148},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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