Senior Support Engineer

The mission:

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.

The expected outcome:

• 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.

The day to day tasks:

• 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.

Why YOU should apply:

Previous experience:

• 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.

Technical skills:

• 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.

What we can offer:

• 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