About DevSavant
At DevSavant, we are a trusted technology partner specializing in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.
About the Role
Your primary responsibility is to resolve high-complexity technical issues and act as the final support tier before escalation to Engineering or Product teams. You’ll support our customers and assist Level 1 Support Engineers, ensuring timely, accurate, and effective troubleshooting of technical challenges — with a focus on APIs, scripting, and incident resolution.
You’ll participate in on-call rotations, lead incident response efforts, and perform root cause analysis (RCA) to improve stability and reduce ticket recurrence. Your work will help shape support excellence as we scale, with a focus on accuracy, fast response, and continuously improving team capabilities.
Key Responsibilities
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.
Qualifications
Strong written and verbal English communication skills; second language is a plus.
2–4 years in Technical Support for SaaS, with direct experience handling API and backend-related issues.
Proven experience working directly with Engineering teams during the escalation process, including providing detailed technical context, reproductions, and ongoing updates as part of structured ticket management.
1-2 years of experience with JavaScript and APIs, including debugging tools, scripting, and data analysis.
Familiarity with on-call duties, incident response workflows, and root cause analysis documentation.
Comfortable troubleshooting JavaScript and backend (logs, data, config) issues across a distributed system.
Self-driven, detail-oriented, and thrives in fast-paced environments with shifting priorities.
Bonus: Experience with GIS tools (QGIS, ArcGIS) and training platforms (e.g. WalkMe, Skilljar) is a plus.
Why You’ll Love This Role
You’ll have the opportunity to own challenging issues, become a go-to technical resource within Support, and help shape the way we scale support for complex, fast-moving products. Your work will have a direct impact on customer satisfaction, support team growth, and operational reliability.
