Support Engineer

About Us

Northbeam is building the world’s most advanced marketing intelligence platform for growth. Our attribution modeling technology and customizable dashboards provide our customers with a unified view of their e-commerce business data. The smartest brands in ecommerce trust Northbeam to accurately attribute their advertising spend, understand the entire customer journey, and make data-driven decisions to grow profitably.

Northbeam’s team and customer base are growing quickly, and it’s essential that we invest in the right people & systems to scale our business. Our business has found incredible product-market fit and continues to grow rapidly. This is a career-defining opportunity for an experienced engineer to accelerate their growth and contribute to a rapidly-scaling company.

The Northbeam team is composed of hard-working and talented individuals focused on collaboration, personal growth, and technical excellence. We would love for you to join us!

Job Description:

The Support Engineer role is a key member of the post-sales team working closely with engineering, sales, customer success, and directly with customers. This person is a technical expert able to assess and resolve setup  issues, bugs, or any other technical challenges customers may face (e.g. scripting challenges, data exports). This role is a crucial part of the customer satisfaction function on the team. The ideal person loves to figure out why something is not working and can clearly articulate the best way to resolve – sometimes creatively.

We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more. Ideally this person will be in the EST time zone or able to work during those hours.

Key Responsibilities:

• Act as the first line of support for any technical issues raised by customers via support tickets, slack channels, or through Customer Success Managers
• Work with customers to help integrate our analytics product into their ecommerce infrastructure, or assess challenges if troubleshooting is required
• Help customers resolve issues by analyzing their implementation, scripts (Pixel, Orders API), or escalating to the engineering team when appropriate
• Help work through customer data discrepancies to ensure accuracy
• Continuously improve outward-facing documentation to enable smoother and more self-serve customer processes

Required Experience and Skills:

EXPERIENCE

• Bachelor's Degree or similar experience preferred, but not required
• 2+ years of software engineering or support engineering experience
• You should be proficient with:
• Writing and editing SQL queries 
• JavaScript and HTML (basics)
• Web based APIs
• 2+ years of experience speaking with customers
• The ability to translate technical concepts into easy to follow documentation / emails / directions

TECHNICAL SKILLS

• Administrator tooling:
• Retool, ActiveAdmin, Django Admin, or other similar tools
• Python (nice to have)
• Proficient in data analytics tools (nice to have)