Technical Support Engineer

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.