Senior Data & Automation Support Engineer (Remote)

Ladders; United States; Remote; USD 130,000 - 195,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Equity & 401(k) match

Home office stipend

Professional development budget

Wellness and telecom stipends

Flexible paid time off

Job summary

Ladders is seeking a Senior Support Engineer I to join our Transportation-focused team. This role owns complex support escalations and strengthens the operational backbone behind data integrations and ticket handling, partnering with engineering to identify root causes and improve efficiency.

You will build automation, define metrics, mentor Tier 1/2 engineers, and contribute to leadership communications that improve the overall support experience while working remotely from the United States.

Qualifications

• 5+ years in technical support, solutions engineering, or data engineering with a focus on root-cause analysis.
• Advanced SQL skills for handling complex datasets and validating findings.
• Proven ability to manage cross-functional initiatives and drive decisions.
• Strong measurement skills to define success numerically and report results.
• Experience with AI tools like Claude for automation and problem-solving.
• Proficiency in Python or similar scripting languages for data automation.
• Excellent written communication skills with a focus on mentorship.

Responsibilities

• Own complex escalations related to data mapping defects and integration failures.
• Lead initiatives to improve ticket deflection rates and reduce escalations.
• Define and report metrics to demonstrate impact on support operations.
• Build tools and automations to streamline support processes using SQL, Python, and AI.
• Drive cross-functional collaboration to address root causes of ticket volume.
• Mentor Tier 1 and Tier 2 engineers and create training documentation.
• Represent Support in cross-functional forums and present findings to leadership.

Skills

SQL

Python

Root cause analysis

Mentorship

Cross-functional collaboration

Tools

Claude AI

Job description

Ladders is seeking a Senior Support Engineer I to join our Transportation-focused team. This role owns complex support escalations and strengthens the operational backbone behind data integrations and ticket handling, partnering with engineering to identify root causes and improve efficiency.

You will build automation, define metrics, mentor Tier 1/2 engineers, and contribute to leadership communications that improve the overall support experience while working remotely from the United States.