Senior Support Engineer: Hybrid Ops & Escalations Lead

CarGurus LLC; Boston (MA); Hybrid; USD 92,000 - 115,000; Full time

Benefits offered by this job

Daily lunch/pantry

New car discount

Wellness & fitness programs

Commuting cost coverage

Employee equity

Job summary

CarGurus LLC is seeking a Senior Support Engineer to bridge the gap between dealer-reported problems and engineering action. You will reproduce defects, read traces, validate IMS integrations, and decide if issues are bugs, config problems, or partner-side failures.

You will own FireHydrant triggers during business hours and collaborate with Tier 1/2 teams to improve support processes. Ideal candidates read logs and traces across multiple systems, validate API payloads, and have strong

Qualifications

• 4+ years in a technical support, support engineering, solutions engineering, or customer engineering role at a B2B company.
• Demonstrated ability to read logs and distributed traces (Observe, Honeycomb, Datadog, Splunk, or equivalent), validate API payloads, and reproduce defects in production software.
• Comfort working with SQL, XML, JSON, and REST API responses; basic scripting in Python, Bash, or a similar language to investigate issues.
• Strong written and verbal communication; able to translate between dealers, account teams, Product, and Engineering.
• Calm judgment in incident situations and the ability to make defensible 'is this an outage' calls.
• Experience supporting products with third-party data integrations (CRM, DMS, inventory feeds, ML/pricing services).
• Familiarity with FireHydrant, PagerDuty, or similar incident management tooling.
• Exposure to automotive retail, dealer software, or marketplace platforms.
• Experience standing up support processes for new product launches, not just operating mature ones.
• Salesforce Service Cloud familiarity.

Responsibilities

• Serve as the technical escalation point for all products, including SaaS ones.
• Reproduce dealer-reported issues in-product, read distributed traces in Observe and Honeycomb, and correlate logs across Site, Dealer Data Service, Pricing services, ML rec models, and IMS partner APIs.
• Distinguish true defects from expected behavior, configuration issues, or partner-side failures (DealerCenter, DealerSync, vAuto, Dealer Specialties, Vincue, MotorcarMarketing).
• Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps, evidence, and impact framing.
• Own the FireHydrant trigger decision during business hours for products; coordinate with on-call engineers during incidents.
• Partner with Tier 1 and Tier 2 Dealer Support Operations to handle escalations and upskill the team over time.
• Contribute to and maintain the Product Support Playbook: SLA framework, severity definitions, escalation paths, status page integration, named case routing in Salesforce.
• Validate launch readiness for new products against the COS/Engineering intake gate (uptime SLO, alerting, status page, escalation tree, training, dedicated Slack channel).
• Participate in postmortems and represent the customer-impact narrative; help drive resiliency improvements upstream.
• Build feedback loops with Product Marketing and Sales Specialists so dealer expectations align with what we can support.

Skills

Log analysis

SQL

XML

JSON

REST APIs

Python

Communication

Incident management

Salesforce Service Cloud

Automation troubleshooting

Tools

Observe

Honeycomb

Datadog

Splunk

FireHydrant

PagerDuty

Job description

CarGurus LLC is seeking a Senior Support Engineer to bridge the gap between dealer-reported problems and engineering action. You will reproduce defects, read traces, validate IMS integrations, and decide if issues are bugs, config problems, or partner-side failures.

You will own FireHydrant triggers during business hours and collaborate with Tier 1/2 teams to improve support processes. Ideal candidates read logs and traces across multiple systems, validate API payloads, and have strong