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.