Support Engineer
Required
Nice to Have
About Howdy
Howdy.com, founded in 2018 and headquartered in Austin, Texas, helps US companies who want to hire, manage, and retain their teams in Latin America (LatAm) directly but need help with multinational logistics, contracts, compliance, and culture. Companies that use Howdy.com get the best talent available in LatAm and gain access to an entire network and a thriving community of professionals who are changing the world. By partnering with Howdy.com, companies can expand their physical presence into some of the fastest-growing economies in LatAm.
Howdy.com is a member of Y Combinator and has garnered significant support from prominent investors, including Greycroft and Obvious Ventures. The company raised over $20 million in a series A venture capital round.
Our core values
#1 Sports Team: At Howdy, we win together. From players to support, everyone is vital to our success. We hire for excellence, prioritize teamwork, and strive for continuous improvement. We collaborate, seek advice, and actively contribute to Howdy's victories.
Altruism: Demonstrating altruism involves prioritizing the team and assuming the best in others. We communicate openly, provide honest feedback, and extend grace. Altruism is selfless service, focusing on supporting our players and team growth.
Curiosity: Being curious at Howdy means having the willingness to learn, adapt, and explore new ideas. We question existing beliefs, embrace humility, and see curiosity as our superpower. Demonstrating curiosity involves researching unfamiliar tasks, asking questions to understand the full picture, and seeking better ways to complete routine tasks.
Have Spirit: Having spirit at Howdy is about celebrating wins, building a sense of community, and bringing positivity. Demonstrating spirit involves attending events, getting to know teammates, participating in challenges, and proudly wearing the Howdy swag. Simply put, it's about bringing a super-fan spirit to work every day.
Support Engineer
Desired Skills:
- 2/3 years of experience in technical or developer support for an API, SaaS, or platform product.
- Working knowledge of HTTP, REST, WebSockets, JSON, and common client-side errors.
- Ability to reproduce and inspect requests using cURL or Postman.
- Basic scripting knowledge in Python or Node.js.
- Profesional experience with GitHub.
- Clear written English and strong customer-first communication skills.
- Reliability, ownership, and consistency during assigned shifts.
- Available for occasional on-call rotation for critical escalation support.
Key Responsibilities
- Own first response across support tickets and developer communication channels.
- Diagnose and resolve Tier-1 technical issues related to authentication, APIs, WebSockets, SDK setup, request structure, audio formats, and rate limits.
- Reproduce issues using tools like cURL or Postman and capture logs, payloads, and environment context.
- Provide clear, empathetic customer communication with actionable next steps and documentation references.
- Escalate complex issues with complete technical context and impact assessment.
- Improve support processes by updating runbooks, macros, and knowledge base content.
- Participate in occasional synchronous debugging sessions with customers.
Who You Are:
- Problem Solver: Strong investigative skills and enjoys tackling technical challenges.
- Effective Communicator: Excellent communication abilities for customer and team interactions.
- Customer-focused: Prioritizes customer satisfaction and service quality.
- Team Player: Collaborative and proactive in improving processes.
- Adaptable: Can quickly adapt to changing priorities and environments.
Some Benefits
Some benefits:
- 🏢 Offices in some cities
- 🖥️ Remote work
- ⌚ Full-time schedule, flexible according to objectives
- 🏖️PTO & holidays
- 💻 Laptop