Senior Technial Support Engineer

Role overview Serve as the senior technical point of contact for the most complex customer relationships on a SaaS marketing data platform that connects ad, analytics, and reporting tools to downstream destinations. The position blends hands-on support with AI-augmented diagnostics: the expectation is to arrive already fluent in directing agentic AI coding assistants to investigate issues and propose fixes, then validating every output before it leaves your hands.

Responsibilities - Own resolution of technical and product issues ranging from connector failures and pipeline errors to authentication problems and schema mismatches. - Diagnose root causes systematically and communicate findings in plain language to non-technical customers. - Surface signals of broader product or account risk, including recurring failures, integration instability, and data quality concerns, with recommended actions. - Partner with Product, Engineering, and Customer Success on escalations, handing off well-structured bug reports with clear reproduction steps. - Maintain and expand the technical knowledge base, including known issues, FAQs, and resolution guides that reduce repeat contact. - Direct AI coding agents to navigate unfamiliar code, write small scripts, and trace issues to root cause, then propose draft fixes for Engineering review. - Validate AI-generated output using the same rigor applied to any diagnosis, and help define the boundary between autonomous AI handling and human intervention.

Requirements - Background in technical or customer support, solutions engineering, or technical operations, ideally within a SaaS environment. - Comfort reading and making small changes to code, working with version control, and reasoning about APIs and data pipelines. - Confidence directing an AI coding agent toward a fix, paired with discipline around testing its output rather than trusting it on faith. - Strong written and verbal communication that translates technical detail into accessible language for customers and engineering stakeholders. - Structured, methodical approach to managing multiple open cases and customer expectations through periods of uncertainty. - Genuine curiosity about how data moves through integrations and a drive to build deep familiarity with connectors over time.

Nice to have - Direct experience using agentic AI tools to write, revise, or improve code. - Familiarity with common data destinations and sources such as Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads. - Experience with support ticketing platforms like Zendesk, plus SQL or scripting ability and prior contributions to technical documentation.

Benefits and work setup - Fully remote role; candidates must be located in NY, MA, NJ, GA, IL, NC, SC, FL, IN, MD, VA, MI, TX, PA, DE, or VT. - 100% paid health care premiums for the employee and entire family with a $0 deductible.