Senior Support Engineer

Role overview Own complex customer technical issues from initial investigation through resolution and clear follow-up. You’ll work closely with customer-facing teams, product, and engineering, while bringing recurring issues and customer feedback into support improvements and product development.

Responsibilities - Investigate customer technical problems, determine root causes, coordinate fixes, and communicate progress and outcomes. - Act as a point of contact for escalations and guide issues through to resolution. - Partner with research and development and product teams on escalations and enhancement requests. - Maintain technical knowledge resources for customers and internal teams. - Lead support process improvements and share product insights with business and engineering groups. - Coordinate internal projects such as training and readiness for new feature releases. - Advocate for key customers in partnership with customer success and business teams.

Requirements - Five or more years of experience in technical support, quality assurance, data analysis, software development, technical account management, or a related field. - Experience querying SQL and working with data. - Knowledge of at least one programming language. - Strong written and verbal communication, including the ability to coordinate between customers, business teams, and engineers. - Ability to learn new technologies quickly, work independently, and manage multiple tasks. - A structured, process-oriented approach and interest in solving customer problems.

Nice to have - Experience in web or mobile marketing, digital advertising, web or SDK development, or quality assurance. - Familiarity with big data technologies and APIs. - Experience with large language models or AI agents.