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Senior Technial Support Engineer

12 hours, 7 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Facebook Ads GCP Git Google Ads SQL
Apply Now
Supermetrics

Supermetrics

Supermetrics streamlines marketing data for informed decision-making and business reporting.

Professional Services
251-1K
Founded 2013
$56M raised
View All Jobs 2

Description

  • Own resolution of connector issues, pipeline failures, authentication errors, schema mismatches, and other technical queries.
  • Diagnose root causes systematically and explain findings clearly to customers and internal stakeholders.
  • Identify recurring failures, integration instability, data quality concerns, and broader customer or product risks.
  • Collaborate with Product, Engineering, and Customer Success on escalated cases using structured bug reports and reproduction steps.
  • Maintain technical documentation, including known issues, FAQs, and resolution guides.
  • Use AI coding agents to investigate unfamiliar code, write small scripts, trace failures, and propose draft fixes.
  • Test and validate AI-generated code and diagnostic output before recommending fixes.
  • Define diagnostic workflows and knowledge sources for AI-assisted support, and review AI-generated responses for accuracy.
  • Analyze query patterns to improve AI deflection and establish boundaries for autonomous versus human-led support.

Requirements

  • Experience in technical or customer support, solutions engineering, or technical operations, particularly in a SaaS environment.
  • Strong investigation, diagnosis, and technical documentation skills.
  • Ability to read and make small code changes, use version control, and understand APIs and data pipelines.
  • Confidence directing agentic AI coding tools, with discipline to test and validate their output.
  • Curiosity about data movement and failure modes, with willingness to develop deep product knowledge.
  • Clear written and verbal communication with customers and engineering stakeholders.
  • Structured approach to managing multiple cases and customer expectations.
  • Experience with agentic AI tools for writing or improving code (preferred).
  • Familiarity with data sources and destinations such as Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads (preferred).
  • Experience with Zendesk, SQL or scripting, self-service support, or technical documentation (preferred).

Benefits

  • $80,000–$90,000 USD annual base salary plus bonus for remote U.S.-based candidates.
  • 100% paid health care premiums for employees and their families, with $0 deductible options.
  • Flexible remote work policy.
  • $520 one-time work-from-home stipend and $80 monthly Wi-Fi allowance.
  • Biweekly Uber Eats stipend.
  • External training opportunities for career development.
  • Comprehensive benefits package with equity options.
  • High-quality work equipment.

Interested in this position?

Apply directly on the company website

Apply Now

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