Support Engineer

About the role

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).

Responsibilities

• 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.
• 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.

Requirements

• Experience: Bachelor's Degree or similar experience preferred, but not required. 2+ years of software engineering or support engineering experience.
• Technical Skills: Proficient in writing and editing SQL queries, JavaScript and HTML (basics), web-based APIs. Strong understanding of administrator tooling like Retool, ActiveAdmin, Django Admin, or similar tools. Proficiency in Python (nice to have), data analytics tools (nice to have), APIs, Datadog, Airflow, Postgres, and BigQuery.

Qualifications

• Strong analytical thinking, attention to detail, and comfort working through ambiguous technical problems.

Skills

• Excellent written and verbal communication skills.

Benefits

• Base Salary Range: $80,000—$100,000 USD (Actual compensation may vary based on experience, skills, and location).
• Equity package, comprehensive healthcare benefits (medical, dental, and vision), and a 401(k) plan.
• A flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave.
• A $500 work-from-home stipend to support your remote setup.