Technical Support Engineer

About the role

The Technical Support Engineer position is key to customer happiness at Botify. You'll be the main point of contact for technical requests from customers as well as Botify’s internal teams such as Sales, Account Management, Program Management, and Professional Services. You'll tackle requests from intake to resolution, providing clear and timely updates along the way. Your ultimate goal is to answer these requests precisely, so that back-and-forth communication is minimized and customer satisfaction is expedited. Beyond handling daily tickets, you'll also contribute to internal projects that improve our processes and tooling.

Responsibilities

• Help the Client Experience (CX) team and the customer with technical issues related to all Botify products (Botify Analytics - LogAnalyzer and RealKeywords, SiteCrawler, Botify Intelligence, Botify Activation - SpeedWorkers and PageWorkers, and our newer products related to Generative Engine Optimization: AI Visibility and Agentic Catalog).
• Investigate data discrepancies reported by customers.
• Setup technical onboarding (involving scripting).
• Investigate technical feedback and issues from customers then fix them or escalate them to Engineering, keeping customers informed of the resolution.
• Proactively monitor customer workflows within the application.
• Ensure reports are generated as expected and fixed in the case of data-related incidents or customer-specific issues.
• Articulate internal projects with strong impact and collaborate with Engineering teams.
• Act as Incident Commander in the context of large incidents.

Qualifications

• 2+ years of Technical Support experience within a SaaS environment
• You are a customer happiness–driven person, who is excited to work and solve technical challenges in an ambitious environment.
• You have a technical background (Linux, Python, web, JS, SQL); you enjoy being immersed in a technical environment (AWS, GCP, BQ, Django…); but you're not a full-day developer.
• You are a fast-learner, problem solver, curious, and autonomous.
• You have a proven track record of ticket run and methodology.
• Our Botify values resonate with you and you are aligned with them.
• Knowledge of GitHub, Jira, and AI agents is a plus.

Pay

$95,000 - $115,000 base salary

Benefits

• Unlimited Time Off
• 11 company holidays
• 16 weeks of parental leave
• Summer Fridays
• ClassPass Subscription
• Team building events and initiatives
• Flexible work policy
• Commuter benefits
• 401k
• Health and Wellness perks

Company Values

• Empower Customers. Unleash Potential.
• Learn Fast. Progress Faster.
• Go the Extra Mile. It’s Never Crowded.
• Work Hard. Stay Humble.
• Be Bold. Be You.

Equal Opportunity Employer

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Location and Travel

• Location: US East Coast (NY is a plus)
• Remote status: Hybrid NYC or Remote East Coast
• Travel: This role will require travel to our Paris office for a one week onboarding session, and can be expected to visit on an annual basis thereafter