Why This Job is Featured on The SaaS Jobs
This Developer Support Engineer role sits at a classic SaaS intersection: an API-first product used by a broad range of customers, where the quality of developer experience directly affects adoption and retention. Supporting a search platform that operates at high query volumes naturally surfaces issues around integration patterns, performance expectations, and real-world implementation tradeoffs across web and mobile stacks.
For a SaaS career, the work builds a durable blend of technical depth and product understanding. Ticket-driven troubleshooting develops strong instincts for isolating root causes in distributed systems, while close collaboration with Product and Engineering creates exposure to how SaaS teams translate customer friction into bug reports, documentation, and process improvements. Regular knowledge base contributions also strengthen the skill of turning repeated support signals into scalable enablement.
The role tends to suit professionals who enjoy hands-on problem solving and clear written communication, and who prefer being close to customer reality without leaving the technical domain. It is a strong match for someone who wants to become a product expert over time, is comfortable prioritising multiple threads of investigation, and can operate calmly within an on-call rotation.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds!
Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly.
The Developer Support Engineer is a critical role at Algolia. We’re on the front-lines and are often the first team customers contact when they need help with our products or services. We're looking for a Developer Support Engineer to assist our technical users with implementing Algolia in a variety of web and mobile development technical stacks.
This could mean helping a developer trying to build the next big thing in their garage, or Fortune 500 companies focused on providing a world-class experience to their millions of users.
As a Developer Support Engineer, you will partner with the customer success, product, and engineering teams to find the best solutions for our customers.. We have a hands-on culture, and expect you to roll up your sleeves and get to work solving difficult problems that stand in the way of our customers’ success.
YOUR ROLE WILL CONSIST OF:
- Handling technical requests via web and email support channels.
- Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
- Submitting bug reports to the Engineering team for problems needing attention.
- Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
- Contributing to internal and external knowledge bases.
- Participating in internal projects to improve processes and tools.
REQUIREMENTS:
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
- Experience with web development, REST APIs, and database management.
- 2+ years of experience in technical customer support, supporting SaaS enterprise software
- Working knowledge of development languages such as JavaScript, Java, PHP, Swift, Ruby, Python.
- Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
- Excellent spoken and written English skills.
- Ability to work in an on-call rotation.
NICE TO HAVE:
- Basic familiarity with iOS & Android platforms.
- Experience supporting open-source projects & their GitHub communities.
- Experience with Shopify, Magento.
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO OUR VALUES:
- GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
- TRUST - Willingness to trust our co-workers and to take ownership
- CANDOR - Ability to receive and give constructive feedback.
- CARE - Genuine care about other team members, our clients and the decisions we make in the company.
- HUMILITY- Aptitude for learning from others, putting ego aside.
#LI-Hybrid
