Senior Platform Support Engineer – Global SaaS Expert

Mirakl - AMER; Boston (MA); Hybrid; USD 90,000 - 114,000; Full time

Benefits offered by this job

Health insurance

Dental

401(k) match

Commuter benefits

Paid time off

Job summary

Mirakl - AMER is seeking a Senior Technical Support Engineer for a hybrid role in Boston, MA. You will be the technical authority for Mirakl’s platform, owning client relationships and solving complex issues using SQL, APIs, and SMTP.

The role emphasizes continuous improvement, real-time monitoring, and collaboration with global teams to deliver exceptional customer experiences. This is a high-impact, customer-facing technical position based in Boston.

Qualifications

• 5+ years of technical support experience in a SaaS or similar environment.
• Strong proficiency with SQL, APIs, SMTP and SaaS solutions.
• Analytical excellence with the ability to diagnose complex issues.
• Autonomy, adaptability and team collaboration across global teams.

Responsibilities

• Master the Mirakl platform and serve as the technical authority.
• Own client relationships and communicate effectively with stakeholders.
• Drive continuous improvement including AI-based tools and processes.
• Resolve complex issues using logs, APIs, and SQL queries.
• Proactively monitor systems with dashboards and alerts.
• Collaborate with developers to hand off cases with full context.
• Partner with product, SRE, and customer success teams for seamless experiences.

Skills

SQL

APIs

SMTP

SaaS solutions

Analytical thinking

Autonomy

Team player

Tools

Logs

Job description

Mirakl - AMER is seeking a Senior Technical Support Engineer for a hybrid role in Boston, MA. You will be the technical authority for Mirakl’s platform, owning client relationships and solving complex issues using SQL, APIs, and SMTP.

The role emphasizes continuous improvement, real-time monitoring, and collaboration with global teams to deliver exceptional customer experiences. This is a high-impact, customer-facing technical position based in Boston.