Senior Support Engineer

This is a fully remote position, open to applicants in Alabama, +20 more states.

📋 Description

• Take ownership of the most challenging escalations from beginning to end, including issues related to data mapping defects, recommendation and forecast anomalies, and failures in integration or data feeds.

• Identify and spearhead significant initiatives aligned with department-level OKRs.

• Define and report on impact metrics, encompassing baselines and measured outcomes.

• Develop tools using SQL, Python, Databricks, Looker, Stylo, Claude, Cowork, and lightweight automation solutions.

• Facilitate cross-functional changes in collaboration with Solutions Engineering, Data Engineering, Product Engineering, and Operations.

• Mentor Tier 1 and Tier 2 engineers, conduct training sessions, and create playbooks and source-of-truth documentation.

• Present during Tech Demos, provide data-driven updates, participate in account reviews, and represent Support in cross-functional discussions.

• Acquire an in-depth understanding of partner-specific behaviors across retailers and brands, acting as an escalation point for Product, Engineering, or customer-related issues.

⛳️ Requirements

• A minimum of 5 years of experience in technical support engineering, solutions engineering, data engineering, or a similar role where you were responsible for root-cause analysis on production data.

• Expertise in advanced SQL.

• Proven ability to manage complex cross-functional initiatives from start to finish.

• Capability to define success in numerical terms and articulate results rather than merely activities.

• Proficiency in utilizing AI tools such as Claude or other agentic platforms.

• Scripting skills in Python or similar languages.

• Clear and composed written communication skills.

• Comfortable with ambiguity and inclined towards delivering imperfect, iterative solutions.

• Self-motivated and directed.

• Full-time U.S. employees qualify for the benefits stated.

🏝️ Benefits

• Extensive medical, dental, and vision insurance for you and your family, with most premiums covered by Afresh.

• Dedicated mental health support and counseling services.

• Significant equity for U.S. employees.

• 401(k) plan with a generous company match.

• Home office stipend.

• "Coworking Wallets" to provide flexible workspace access.

• Annual budget for professional development.

• Monthly "Betterment" wellness/lifestyle stipend.

• Monthly telecommunications stipend.

• Flexible paid time off.