Developer Support Engineer

Job Title: Developer Support Engineer
Contract Length: 6 Months
Location: Remote
What they will be doing/ working on:
App review for Developer Platform
Work from an app review queue (often up to ~200 items after events/hackathons).
Review apps that developers submit (games, engagement tools, moderation tools).
Download and inspect source code (HTML/CSS/JavaScript).
Install and test apps in test communities
Decide on each app
Technical support for external developers
Handle incoming support via ModMail → Zendesk (main support channel).
Work a ticket queue (~15+ new per day, large backlog):
Answer questions about using the developer platform.
Troubleshoot issues like:
○ Apps crashing or going offline.
○ Rewards not paying out.
○ Features not working as expected.
Use Zendesk (with LLM help tied to docs) to guide responses and next steps.
Escalate complex or unclear issues to peers or engineer contacts when needed.
Must Have Skills:
Experience in technical or customer support, ideally handling tickets in high volume/queues Web fundamentals – can read/troubleshoot code
Working ability to read and understand HTML, CSS, and JavaScript.
Not building apps from scratch, but must be able to debug/sanity-check them.
App review & technical troubleshooting capability
Able to troubleshoot issues like crashes, rewards not paying out, or features not working in games/engagement tools/mod tools.
Hands-on experience with Zendesk or similar ticketing systems (they’re fully on Zendesk + ModMail).
Familiarity with macros/templated responses and structured support workflows.
Understanding how devs build and ship apps, tools, games.
Comfortable with structured SLAs and metrics (e.g., 48–72-hour response goals, queue volume).
Process-oriented and interested in suggesting process improvements for app review and Zendesk flows.

Work arrangement
No