Developer Support Engineer

Job Description

Job Title: Developer Support Engineer

Contract Length: 6 Months

Location: Remote

What they will be doing/ working on:

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• App review for Developer Platform
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• Work from an app review queue (often up to ~200 items after events/hackathons).
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• Review apps that developers submit (games, engagement tools, moderation tools).
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• Download and inspect source code (HTML/CSS/JavaScript).
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• Install and test apps in test communities
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• Decide on each app
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• Technical support for external developers
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• Handle incoming support via ModMail → Zendesk (main support channel).
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• Work a ticket queue (~15+ new per day, large backlog):
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• Answer questions about using the developer platform.
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• Troubleshoot issues like:
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• ○ Apps crashing or going offline.
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• ○ Rewards not paying out.
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• ○ Features not working as expected.
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• Use Zendesk (with LLM help tied to docs) to guide responses and next steps.
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• Escalate complex or unclear issues to peers or engineer contacts when needed.
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Must Have Skills:

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• Experience in technical or customer support, ideally handling tickets in high volume/queues Web fundamentals – can read/troubleshoot code
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• Working ability to read and understand HTML, CSS, and JavaScript.
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• Not building apps from scratch, but must be able to debug/sanity-check them.
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• App review & technical troubleshooting capability
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• Able to troubleshoot issues like crashes, rewards not paying out, or features not working in games/engagement tools/mod tools.
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• Hands-on experience with Zendesk or similar ticketing systems (they’re fully on Zendesk + ModMail).
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• Familiarity with macros/templated responses and structured support workflows.
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• Understanding how devs build and ship apps, tools, games.
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• Comfortable with structured SLAs and metrics (e.g., 48–72-hour response goals, queue volume).
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• Process-oriented and interested in suggesting process improvements for app review and Zendesk flows.
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