Senior Technical Support Engineer

This is a fully remote position, open to applicants in Florida, +12 more states.

📋 Description

• Take charge of resolving technical and product inquiries, ranging from connector problems and pipeline disruptions to authentication issues and schema inconsistencies.

• Serve as a reliable technical point of contact, identifying root causes and conveying insights to clients.

• Identify broader product or account risks, such as recurring issues, integration instability, and concerns about data quality.

• Collaborate with Product, Engineering, and Customer Success teams on escalated cases.

• Create detailed bug reports that include reproduction steps and relevant context.

• Sustain the technical knowledge base, encompassing known issues, FAQs, and resolution guides.

• Leverage AI coding tools to explore unfamiliar code, write minor scripts, investigate failures, and propose preliminary fixes.

• Evaluate and validate AI-generated outputs before suggesting solutions.

• Develop diagnostic workflows, identify knowledge resources, and verify the accuracy of AI-generated responses.

• Utilize query-volume patterns to enhance AI deflection coverage.

• Assist in defining the line between autonomous AI handling and the necessity for human intervention.

⛳️ Requirements

• A background in technical or customer support, solutions engineering, or technical operations, particularly in a SaaS environment.

• Proficient in investigating, diagnosing, and documenting issues while remaining comfortable with uncertainty until evidence is clarified.

• Capable of reading and making minor adjustments to code, familiar with version control, and understanding the integration of APIs and data pipelines.

• An agentic mindset: confidence in directing an AI coding agent towards a solution, coupled with a disciplined approach to testing its output instead of accepting it blindly.

• A genuine curiosity about data movement and failures, with a desire to develop a deep understanding of Supermetrics' connectors and integrations over time.

• Strong written and verbal communication skills, making technical details accessible to customers and engineering stakeholders.

• A systematic, organized approach to managing multiple open cases and customer expectations during uncertain situations.

• Familiarity with common data sources and destinations, such as Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads is highly preferred.

• Experience with support ticketing systems like Zendesk.

• Proficiency in SQL or scripting, experience in self-service support, or contributions to technical documentation and training materials.

🏝️ Benefits

• 100% paid health care premiums for you and your entire family, with options for $0 deductible.

• Flexible remote work policy.

• One-time $520 work-from-home stipend.

• Biweekly Uber Eats stipend.

• Monthly $80 wifi allowance.

• Access to various external training programs to support your career growth.

• A comprehensive benefits package that includes equity options.

• High-quality work equipment provided.