Senior Support Engineer

Baubap is focused on enhancing product quality through effective customer support. They are seeking a Senior Support Engineer to independently investigate and resolve technical issues, ensuring a sustained reduction in recurring problems.

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

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