Senior Support Engineer
Posted Updated 3
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You will serve as the first technical point of contact for customers facing implementation or data challenges. Approximately 70 to 80 percent of the role is backend-focused. You will investigate logs, analyze data pipelines, review scripts, and debug integrations involving APIs, pixels, and order tracking. You will work closely with engineering and data teams, escalate complex issues when needed, and ensure customers receive clear, actionable solutions.
What You’ll Do
- Act as the primary technical contact for support tickets and Slack escalations
- Debug customer implementations involving tracking scripts, APIs, and data pipelines
- Write and optimize SQL queries to investigate data discrepancies
- Analyze logs and investigate backend issues
- Own data quality issues from identification to resolution
- Escalate reproducible product bugs with detailed technical context
- Improve documentation to reduce repeat issues and enable self-serve workflows
- Translate technical findings into clear explanations for non-technical stakeholders
- 2+ years of software engineering or support engineering experience
- Strong SQL skills with the ability to analyze production data
- Working knowledge of JavaScript, and web APIs
- Experience working directly with customers in a technical capacity
- Strong analytical and problem-solving skills
- Ability to clearly explain technical concepts in writing
- Comfort working in ambiguous technical situations