Technical Support Engineer

Accountabilities

• • Provide timely, accurate, and technically sound support for complex customer questions involving APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior.
  • Own customer-facing technical support cases across tickets, Slack, and calls, ensuring customers understand what is known, what is being investigated, and what happens next.
  • Build trust with technical and business stakeholders through clear communication, effective expectation management, and actionable explanations of complex technical issues.
  • Troubleshoot issues by reviewing API behavior, payloads, logs, configurations, implementation details, HTTP requests, and other relevant technical information.
  • Investigate and resolve blockers related to data ingestion, tagging, event instrumentation, API performance, and implementation, particularly when they affect launches, customer confidence, or ongoing platform usage.
  • Coordinate escalations with Product, Engineering, Solutions, Customer Success, and other internal teams, providing clear context including business impact, reproduction steps, examples, urgency, and customer-facing implications.
  • Serve as a technical subject-matter expert, helping customers understand expected platform behavior, integration approaches, troubleshooting techniques, and implementation options.
  • Review and improve self-service support and automated responses, identify gaps, and help refine escalation criteria.
  • Create and maintain knowledge-base content, troubleshooting guides, technical documentation, macros, internal notes, and reusable support resources.
  • Identify recurring customer questions, technical issues, and support pain points, turning those insights into actionable feedback for Product and Engineering teams.
  • Support customers across EMEA business hours with strong ownership, responsiveness, and consistently high-quality written and verbal communication.
  • Continuously improve support processes, playbooks, workflows, and escalation paths to increase efficiency, consistency, and customer satisfaction.
  • As an early member of the support team, contribute to establishing scalable foundations and practices that can support the growth of the function.

  Requirements:

  • 4+ years of experience in technical support, technical account management, solutions engineering, implementation, customer-facing engineering, or a comparable technical customer role.
  • Hands-on experience working with APIs, SDKs, logs, HTTP requests, event data, integrations, and technical implementation details.
  • Exceptional written and verbal communication skills, particularly when explaining complex technical concepts in tickets, Slack, documentation, and customer calls.
  • Proven experience supporting enterprise customers with multiple stakeholders, competing priorities, and potentially high-urgency technical issues.
  • Strong ability to manage customer expectations, communicate clearly under pressure, and drive complex issues toward resolution across internal and external teams.
  • Demonstrated experience managing technical support cases from intake through resolution while balancing speed, accuracy, customer communication, and appropriate escalation.
  • Track record of creating or improving support processes, documentation, troubleshooting guides, tooling, or workflows that improve customer outcomes and team efficiency.
  • Strong troubleshooting and analytical skills, with a methodical approach to investigating technical problems and identifying root causes.
  • Customer-obsessed mindset with a genuine interest in removing roadblocks, earning trust, and leaving customers in a better position after every interaction.
  • Ability to learn quickly, adapt to changing priorities, and continuously improve processes in a fast-moving, high-growth environment.
  • Familiarity with JavaScript-based web integrations, browser developer tools, HTTP request flows, and client-side and server-side environments is a plus.
  • Familiarity with A/B testing, ecommerce search or discovery, network request routing, or HTTP troubleshooting is advantageous.
  • Ability to work effectively during EMEA business hours.
  • Strong collaboration skills and the ability to work closely with customer developers, data teams, Customer Success, Sales, Solutions, Product, and Engineering.
  • A willingness to contribute beyond individual support cases by improving the systems, documentation, automation, and processes that enable a support organization to scale.

  Benefits:

  • Unlimited vacation time, with employees strongly encouraged to take at least three weeks of vacation each year.
  • Competitive compensation package, including stock options.
  • Fully remote work, with flexibility to choose where you live.
  • Work-from-home stipend to support a productive and comfortable home office.
  • Company-provided Apple laptop for new employees.
  • Annual training and professional development budget.
  • Maternity and paternity leave for eligible employees.
  • Opportunity to work with highly skilled colleagues and make a meaningful impact on customers and the broader support organization.
  • Opportunity to help shape a newly established support function and influence its processes, tools, and operating model.
  • Exposure to advanced ecommerce search, discovery, AI, APIs, integrations, and high-scale technology.