[Hiring] Senior Technical Support Engineer @Supermetrics

Role Description

Supermetrics is looking for a Senior Technical Support Engineer to own our most complex customer relationships. This isn't a software engineering role; resolving tickets and owning the technical relationship is the core of the job. You're expected to arrive already comfortable directing agentic AI tools to diagnose and fix issues faster.

In this role you will…

• Own resolution of technical and product queries, from connector issues and pipeline failures to authentication errors and schema mismatches, with accuracy, clarity, and pace.
• Act as a trusted technical point of contact, diagnosing root causes systematically and explaining findings in accessible, non-reductive language.
• Flag signals of broader product or account risk, such as recurring failures, integration instability, or data quality concerns, with context and recommended next steps.
• Partner with Product, Engineering, and Customer Success on escalated cases, handing off with well-structured bug reports, clear reproduction steps, and context that makes the next person's job easier.
• Maintain the technical knowledge base: known issues, FAQs, and resolution guides that reduce repeat contact.
• Use agentic AI coding tools to navigate unfamiliar code, write small scripts, and investigate failures down to root cause, then propose a draft fix for Engineering to review where you have the access and confidence to do so.
• Test and validate AI-generated output before proposing it as a fix, the same way you'd validate any other diagnosis.
• Serve as a technical AI assistant specialist by outlining diagnostic workflows, selecting knowledge sources, and checking AI-generated responses for correctness.
• Use patterns in query volume to improve AI deflection coverage, so human engineers focus where deep diagnostic reasoning matters most.
• Help define and safeguard the boundary between what AI handles autonomously and what needs human intervention.

Qualifications

• A background in technical or customer support, solutions engineering, or technical operations, especially within a SaaS setting.
• Skilled at investigating, diagnosing, and documenting, and able to remain comfortable with uncertainty until the evidence becomes clear.
• Comfortable reading and making small changes to code, working with version control, and understanding how APIs and data pipelines fit together.
• An agentic mindset: confidence directing an AI coding agent toward a fix, paired with discipline about testing its output rather than taking it on faith.
• Genuine curiosity about how data moves and breaks, with motivation to build deep familiarity with Supermetrics' connectors and integrations over time.
• Clear and effective communication in writing and speaking, making technical details understandable for customers and engineering stakeholders.
• A structured, methodical approach to managing multiple open cases and customer expectations through uncertainty.

Requirements

• Direct experience working with 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 is strongly preferred.
• Experience with support ticketing platforms such as Zendesk.
• SQL or scripting ability, self-serve support experience, or contributions to technical documentation and enablement.

Benefits

• 100% paid health care premiums for you and the WHOLE family with $0 deductible options.
• Flexible remote policy.
• $520 one time WFH stipend.
• Biweekly Uber Eats stipend.
• $80 monthly wifi allowance.
• Various external trainings to support your career development.
• A comprehensive benefits package that includes equity options.
• High-quality work equipment.

Company Description

Supermetrics helps marketers make better decisions by connecting marketing data from platforms like Facebook Ads and Google Analytics to the AI tools, analytics tools, and data warehouses marketers already use.

We work with organizations of every size: small teams that want enterprise-level reporting without the overhead, global brands like Dyson and L'Oréal that need visibility across millions in ad spend, and agencies like dentsu and McCann UK that manage large portfolios of client accounts at scale.

Today, we're 300+ people, with teams spread across 10 countries and 3 continents. Our team represents more than 50 nationalities which makes us a multicultural, collaborative, thriving team.