ABOUT DEVSAVANT DevSavant is an operating partner for startups and growth-stage companies, helping them turn ambition into execution. We support founders and leadership teams with product engineering and global staffing, from early prototypes and MVPs to scaling high-performing teams. Our vetted talent across LATAM and Asia embeds directly into client teams, operating as true extensions rather than external vendors. With over 8 years working in venture-backed ecosystems, DevSavant is trusted to accelerate delivery, scale teams efficiently, and support companies as they reach their next milestone. ABOUT THE ROLE We are seeking a Technical Support Engineer to join our Support team. In this role, you will act as the final support tier before escalation to Engineering or Product, helping customers resolve complex technical issues related to APIs, backend systems, integrations, and JavaScript-based workflows. You will work closely with customers, Support Engineers, and Engineering teams to troubleshoot issues, lead incident response efforts, perform root cause analysis, and continuously improve support processes and documentation. The ideal candidate is technically curious, customer-focused, and enjoys solving challenging problems in a fast-paced SaaS environment. KEY RESPONSIBILITIES * Resolve complex technical issues escalated from Level 1 Support Engineers. * Troubleshoot APIs, integrations, JavaScript-related issues, backend systems, and application behavior. * Validate and triage potential product bugs before escalating to Engineering. * Provide detailed technical context, reproduction steps, and investigation findings during escalations. * Resolve Complex Issues: Own escalated support cases from Level 1 engineers, focused on deep technical troubleshooting across APIs, JavaScript, and backend systems. * Pre-Escalation Triage: Validate and triage potential product bugs, determining whether they can be resolved within Support or require Engineering involvement. * On-Call & Incident Management: Participate in on-call rotations and lead technical incident response, coordinating across teams as needed. * Customer-Focused Execution: Deliver fast, accurate, and technically deep responses to customers, helping resolve API and backend issues with minimal friction. * Tooling Proficiency: Leverage internal tools like Grafana, databases, and logging platforms to investigate issues and support customers effectively. * Scripting for Support: Write lightweight scripts and use debugging tools to analyze data, improve investigations, and optimize resolution times. * Knowledge Development: Maintain and contribute to internal and external help documentation, ensuring up-to-date guides and technical resources. * Ticket Management: Handle a ticket queue with both standard and advanced support cases. Prioritize complexity, impact, and customer urgency. * Training Content Creation: Collaborate on building technical training material to improve onboarding and upskilling of support engineers. REQUIRED QUALIFICATIONS * 2–4 years of experience in Technical Support within SaaS environments. * Experience troubleshooting APIs, backend systems, and integrations. * 1–2 years of experience with JavaScript, scripting, or debugging. * Experience working directly with Engineering teams during escalations. * Familiarity with incident response processes and Root Cause Analysis (RCA). * Strong English communication skills, both written and verbal. * Strong troubleshooting, problem-solving, and analytical skills. * Ability to work in a fast-paced environment and manage multiple priorities. NICE TO HAVE * Experience with GIS tools such as QGIS or ArcGIS. * Experience with WalkMe, Skilljar, or similar training platforms. * Experience with monitoring tools such as Grafana. * Exposure to SaaS infrastructure and cloud environments.