[Hiring] Technical Support Engineer @Branch Metrics

Role Description

As a Technical Support Engineer, you will be the primary technical force behind our customer success, managing incoming requests on our ticketing platform and providing expert assistance to those who use Branch. You’ll use your investigative mindset to deconstruct issues within our SDK, analytics, and attribution solutions, ensuring our clients (from developers to marketers) receive fast, accurate, and expert-level resolutions. This role is perfect for a proactive problem-solver who enjoys multi-tasking and thrives in a fast-paced, high-volume environment.

• Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers.
• Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the "why" behind technical roadblocks.
• Cross-Functional Collaboration: Work closely with Branch’s Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions.
• Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods.
• Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow.
• Continuous Skill Development: Stay curious and proactive in learning new technologies and Branch product updates to maintain your status as a technical resource.

Qualifications

• Experience: 2+ years in a technical, customer-facing role with a proven track record of providing amazing customer experiences.
• Communication Skills: Superior interpersonal skills with the ability to translate complex technical concepts into clear, actionable advice.
• Technical Toolkit: Proficiency with SQL and APIs, and hands-on experience using Chrome Developer Tools for web-based troubleshooting.
• Efficiency: The ability to multi-task and manage a high volume of tickets without sacrificing quality or attention to detail.
• Problem-Solving Mindset: A natural ability to learn new technology quickly and a passion for solving intricate product and technical questions.

Requirements

• Nice to Haves:
• Mobile Expertise: Experience working with, building, or troubleshooting mobile SDKs or native mobile app code.
• Web Development: Familiarity with JavaScript, HTML, and CSS.
• Industry Background: Prior experience in Mar-tech or working within a high-growth SaaS environment.

Benefits

• Comprehensive benefits package including health and wellness programs.
• Paid time off and retirement planning options.
• 10% annual bonus tied to company goals.

Company Description

Branch is the leading provider of engagement and performance mobile SaaS solutions for growth-focused teams, trusted to maximize the value of their evolving digital strategies. The Branch platform provides a seamless experience across paid and organic, on all channels and platforms, online and offline, to eliminate friction and drive valuable action at the moments of highest intent. With Branch, businesses gain accurate mobile measurement and insights into user interactions, enabling them to drive conversions, engagement, and more intelligent marketing spend.

Branch is an award-winning employer headquartered in Mountain View, CA. World-class brands like Instacart, Western Union, NBCUniversal, Zocdoc, and Sephora acquire users, retain customers, and drive more conversions with Branch.