Senior Support Engineer

Baubap is the first mobile microloan platform in Mexico that grants instant loans through its Android app 24/7, with no credit bureau revision, no paperwork or hassle.

✨ You are the person they are looking for if you have...

• 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.

🤓 As a Senior Support Engineer, the company expects you to perform the following 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 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.