Senior Tech Support Engineer — AI-Driven Issue Solver

Supermetrics; Atlanta (GA); Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Remote-friendly policy

WFH stipend

Wifi allowance

Job summary

Supermetrics is seeking a Senior Technical Support Engineer to own our most complex customer relationships. This role focuses on resolving tickets and driving technical outcomes, not pure software engineering, with an emphasis on directing AI coding tools to diagnose issues faster.

You will work with Product, Engineering, and Customer Success on escalated cases, documenting findings clearly and contributing to a knowledge base.

Qualifications

• Background in technical or customer support within a SaaS setting.
• Ability to investigate, diagnose, and document while managing uncertainty until evidence is clear.
• Comfort reading and making small changes to code; understanding APIs and data pipelines.
• Agentic mindset: directing an AI coding agent toward a fix, with disciplined testing of outputs.
• Curiosity about how data moves and breaks; familiarity with Supermetrics connectors and integrations over time.
• Clear, effective communication for customers and engineering stakeholders.
• Structured, methodical approach to managing multiple open cases and expectations.

Responsibilities

• Own resolution of technical and product queries, from connector issues and pipeline failures to authentication errors and schema mismatches.
• Diagnose root causes systematically and explain findings in accessible language.
• Flag signals of broader product or account risk with context and next steps.
• Collaborate with Product, Engineering, and Customer Success on escalated cases with clear reproduction steps.
• Maintain the knowledge base: known issues, FAQs, and resolution guides.
• Use AI coding tools to explore code, write small scripts, and draft fixes for Engineering review.
• Test AI-generated output before proposing fixes, validating diagnoses.
• Outline diagnostic workflows and select knowledge sources as a technical AI assistant.
• Analyze query patterns to improve AI deflection coverage so humans focus on hard problems.
• Define boundaries of AI handling versus human intervention.

Skills

Technical support

Customer support

Code reading

APIs & data pipelines

Agentic AI tools

Communication

Case management

Tools

Zendesk

Job description

Supermetrics is seeking a Senior Technical Support Engineer to own our most complex customer relationships. This role focuses on resolving tickets and driving technical outcomes, not pure software engineering, with an emphasis on directing AI coding tools to diagnose issues faster.

You will work with Product, Engineering, and Customer Success on escalated cases, documenting findings clearly and contributing to a knowledge base.