Yngen Datacom Corp.
Key Responsibilities - Customer Support: Provide high-quality technical support for our SaaS platform to US customers during US business hours via Intercom and other support channels. - Incident Investigation: Debug production incidents and analyze system behavior using log management, observability platforms, APIs, and internal tools. - Code & Workflow Analysis: Read and understand application code to assist investigations; use GitHub to review code changes, investigate regressions, and track engineering updates. - Cross-Functional Collaboration: Reproduce bugs, document findings clearly for Engineering and Product teams, and collaborate closely with Ops, QA, and Customer Success. - AI-Driven Efficiency: Utilize AI tools and internal systems to accelerate troubleshooting and optimize operational workflows. - Knowledge Management: Maintain internal troubleshooting documentation and proactively suggest improvements to product stability and support processes. - Job Requirements - Experience: 4+ years of experience in Technical Support, QA, Application Support, or a similar technical role. - SaaS Expertise: Hands-on experience supporting SaaS or cloud-based products, including ticket management via Intercom. - Technical Proficiency: Strong Python knowledge (ability to read/write basic scripts) and familiarity with GitHub and engineering workflows. - Troubleshooting Skills: Ability to investigate issues deeply using logs, APIs, SQL queries, and browser debugging tools. - AI Literacy: Experience using AI tools such as Claude Code or similar technologies to streamline workflows. - Communication: Excellent written and verbal English communication skills with the ability to work independently in a fast-paced environment. - Work Schedule: Must be fully available to work US business hours. Nice to Have - A degree in Computer Science, Software Engineering, Information Systems, or a related field. - Prior experience working in B2B SaaS environments. - A foundational understanding of cloud infrastructure (AWS/GCP/Azure).
Yngen Datacom Corp.
