Senior Technical Support Engineer

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

Benefits offered by this job

Health insurance

Dental insurance

401(k) match

Commuter benefits

Paid time off

Job summary

Mirakl is seeking a Senior Technical Support Engineer to join our Boston team in a hybrid role (4 days in the office, 1 day remote). You will be the technical authority for international clients, owning relationships, diagnosing complex issues, and collaborating with product, SRE, and customer success teams to deliver exceptional experiences.

Ideal candidates have 5+ years in SaaS tech support, deep SQL/APIs knowledge, and a proactive mindset.

Qualifications

• 5+ years of technical support experience in a SaaS or similar environment.
• Strong proficiency with SQL, APIs, SMTP, and SaaS solutions.
• Analytical ability to diagnose and resolve intricate technical challenges.
• Autonomy and agility in a fast-paced environment.
• Ability to collaborate with global teams and share knowledge.

Responsibilities

• Master Mirakl's platform and become the go-to expert for clients.
• Own client relationships and act as primary contact for platform inquiries.
• Drive continuous improvement of processes and AI-based tools.
• Analyze and resolve complex technical issues using logs, APIs, and SQL.
• Proactively monitor systems through dashboards and alerts.
• Collaborate with developers to hand off cases with complete details.

Skills

Technical support

SQL

APIs

SMTP

SaaS

Communication

Analytical

Tools

Zendesk

Jira

Postman

PostgreSQL

Datadog

SendGrid

Mailgun

GitHub

Job description

About Mirakl:

Founded in 2012, Mirakl has been at the forefront of marketplace innovation, empowering every business to compete in the platform economy.

Today, Mirakl's operating system combines an enterprise marketplace solution (Mirakl Platform) that enables retailers and B2B organizations to launch, scale, and operate marketplaces and dropship, AI-powered multichannel selling (Mirakl Connect), retail media (Mirakl Ads) and an agentic commerce infrastructure (Mirakl Nexus).

With dual headquarters in Boston and Paris, Mirakl helps a global ecosystem of 450+ marketplaces (B2C and B2B) and a network of over 100k third-party marketplace sellers. Brands like Macy's, Decathlon, Carrefour, Asos, and Airbus Helicopters use Mirakl to grow their businesses in new and remarkable ways.

For more information, visit www.mirakl.com.

Mirakl in Numbers:

• Founded in 2012 | Member of French Tech Next40
• 750+ employees in 9 offices worldwide: Paris, Barcelona, Bordeaux, Boston, London, Munich, New York, Sydney, Tokyo

Our Values:

Working at Mirakl means accelerating your career alongside ambitious, passionate, and supportive colleagues. We're proud of the diversity of backgrounds, perspectives, and experiences that make our teams unique.

Our 5 values guide how we collaborate:

• Work Hard Together: Teamwork and collaboration are the foundation of our success
• Get Things Done: We prioritize action and efficiency for impactful results
• Go Above & Beyond: We tackle challenges proactively and always aim for excellence
• Succeed Through Expertise: Knowledge sharing and continuous learning are core to our culture
• Satisfy & Empower Clients: We're committed to our clients' success

Senior Technical Support Engineer - Join the Future of Marketplace Innovation

Mirakl is powering the platform economy by helping businesses around the globe adopt the marketplace model. To support the rapid growth of our international client base, we are seeking a Senior Technical Support Engineer who is ready to take on a pivotal role at the crossroads of technology and customer success.

This role is a hybrid role in our Boston, MA office - 4 days in office, 1 day remote.

About the Team

The Mirakl Support team is a global powerhouse of 10 talented professionals based in the US (Boston) and in France (Paris, and Bordeaux). Together, we provide world-class technical support to Mirakl's diverse portfolio of clients and partners.

Armed with cutting-edge tools, including APIs, Webhooks, SMTP configurations, and database access, our team ensures the seamless operation of the Mirakl platform.

We collaborate daily with developers, product managers, and customer success teams to not only resolve complex issues but also to shape the future of our product.

This is your opportunity to join a team that thrives on innovation, technical excellence, and a shared commitment to exceeding client expectations.

What You'll Do

As a Senior Technical Support Engineer , you will be both a technical authority and a trusted advisor for Mirakl's international clients. Your role will include:

• Mastering Our Platform : Be the go-to expert for Mirakl's platform, inspiring confidence across teams and clients.
• Owning Client Relationships : Act as the first point of contact for all platform-related inquiries, building trust through your technical expertise and outstanding communication skills.
• Driving Continuous Improvement : Contribute to the evolution of our processes and our AI-based tools
• Solving Complex Problems : Use advanced tools (logs, APIs, SQL queries) to analyze and resolve the most challenging technical issues.
• Proactive Monitoring : Identify potential issues through real-time dashboards and continuously improve our monitoring and alerting systems.
• Streamlining Collaboration : Work closely with developers to hand off technical cases, ensuring all necessary details are captured for swift resolution.
• Connecting Teams : Partner with product managers, SRE teams, and customer success teams to deliver a seamless and impactful customer experience.

This role is based in Boston and serves a global, diverse clientele.

Our Tech Stack

You'll work with an advanced ecosystem of tools, including:

• Zendesk, Jira, Postman
• PostgreSQL, Datadog, SendGrid, Mailgun
• Cloudflare, GitHub

What We're Looking For

We're searching for a technical expert with a passion for solving complex problems and delivering exceptional customer experiences. Here's what it takes to excel in this role:

• 5+ years of technical support experience in a SaaS or similar technical environment.
• Technical Depth : Strong proficiency with SQL, APIs, SMTP, and SaaS solutions.
• Analytical Excellence : The ability to diagnose and resolve intricate technical challenges with rigour and efficiency.
• Autonomy and Agility : Thrive in a fast-paced environment, adapt quickly to changing priorities, and take ownership of your work.
• Problem-Solving Mindset : A commitment to continuous improvement and a proactive approach to identifying and addressing potential issues.
• Team Player : Collaborate effortlessly with global teams while sharing knowledge and best practices.
• Stress Management : Skilled in prioritization and multitasking to handle critical issues with composure.

Why Join Mirakl?

At Mirakl, we're shaping the future of e-commerce and revolutionizing how businesses operate. As a Senior Technical Support Engineer, you'll be at the heart of this transformation, leveraging your expertise to drive innovation and create meaningful impact for our clients.

We offer an environment where technical talent is celebrated, and your contributions will directly influence our success. If you're looking for a role that combines cutting-edge technology, global impact, and continuous growth, Mirakl is the place for you.

#LI-Hybrid

Below you will find the reasonably estimated annual On-Target Earnings (OTE) range for this role. OTE reflects total target compensation, reflective of base salary and variable compensation (e.g., commission or bonus)__. Your starting compensation within this range will be based on your relevant skills, experience, and education, with any future adjustments informed by role scope, performance, and internal pay equity. In addition, Mirakl offers a wide range of competitive benefits including health, dental, 401(k) match plan, commuter, and PTO. Find out more about our benefits here.

OTE Pay Range

$90,000-$114,000 USD

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you're ready to join a global leader