Senior Support Engineer

At Baubap, our Customer Success team raises technical support tickets that surface real issues impacting both our customers and the product. We’re looking for a Support Engineer to join our engineering team and independently own the investigation and resolution of these issues, with a strong focus on identifying and fixing root causes.

This role is designed for someone autonomous and execution-driven, who can move quickly from diagnosis to solution. You’ll work on a continuous stream of real operational problems, using support tickets as a direct signal to improve product quality, stability, and scalability. By resolving bugs and issues from the root and implementing backend fixes when needed. This role directly contributes to the long-term growth and reliability of the product.

• Recurring product issues identified through Customer Success tickets are resolved at the root cause, resulting in a sustained reduction of repeat incidents.
• Support tickets are consistently converted into concrete product and system improvements.
• Bugs and issues move efficiently from ticket to resolution, with minimal need for oversight or coaching.
• The product becomes progressively more stable and scalable, requiring less reactive support over time.

• 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.

• 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.

• 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)
• Food vouchers
• Health & Life insurance
• Competitive salary