Senior Support Engineer

About the Role

The Senior 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.

Your Impact

• Act as the first line of support for technical issues raised via support tickets, Slack channels, or through Customer Success Managers, communicating clearly and effectively with both technical and non-technical stakeholders throughout the resolution process.
• Work directly with customers to integrate Northbeam into their ecommerce and analytics infrastructure, or to assess and resolve issues when troubleshooting is required.
• Diagnose and resolve technical issues by analyzing customer implementations, including scripts such as Pixels and Orders APIs.
• Own data quality issues end-to-end, partnering with internal teams to address proactively flagged issues and working with customers to resolve them.
• Escalate complex or product-level issues to Engineering when appropriate, providing clear context and reproduction details.
• Continuously improve external-facing documentation to enable smoother onboarding and more self-serve customer workflows.

Role Characteristics

• Approximately 70–80% of the role is backend-focused, involving debugging data pipelines and investigating logs.
• The role usually works closely with the data and engineering teams, rather than the product teams.
• Success in this role requires strong analytical thinking, attention to detail, and comfort working through ambiguous technical problems.

What You Bring

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 working directly with customers in a technical or support capacity.
• Strong ability to translate technical concepts into clear, easy-to-follow documentation, emails, and instructions.
• Excellent written and verbal communication skills.

Technical Skills

• Administrator tooling:
• Retool, ActiveAdmin, Django Admin, or other similar tools
• Python (nice to have)
• Proficient in data analytics tools (nice to have)
• Working knowledge of APIs, Datadog, Airflow, Postgres, and BigQuery.

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