Support Engineer

United States Digital Space LLC; United States; On-site; USD 75,000 - 85,000; Full time

Job summary

the company, an AI marketing platform for 1:1 personalization, seeks a Support Engineer to bridge Customer Success and Engineering. You will address customers' technical needs as the product evolves, communicating clearly and triaging issues across teams.

You’ll work with HTML/CSS, SQL, and scripting concepts, handling incidents and explaining technical details to non-technical users. A US-based role includes equity and benefits.

Qualifications

• BS/BA degree required or equivalent.
• Experience in MarTech/AdTech or technical service environment preferred.
• Strong written and verbal communication; ability to explain technical concepts to non-technical people.

Responsibilities

• Communicate with customers via Zendesk, JIRA, or scheduled calls to understand issues and your role in addressing them.
• Serve as a technical point of contact for Customer Success to drive resolution of technical requests.
• Translate customer feedback to engineering action and escalate as needed.
• Triage and mitigate issues with CS, Product and Engineering; include site event incidents.
• Develop strategic, reusable solutions and identify bugs for escalation.

Skills

Problem solving

Emotional intelligence

Customer communication

Incident management

Cross-functional collaboration

Time management

Adaptability

Attention to detail

Technical curiosity

Education

Bachelor's degree or equivalent

Tools

HTML/CSS

SQL

JavaScript

TypeScript

Webhooks

REST APIs

Job description

the company is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We're the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the #1 provider in SMS Marketing by G2, the company partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter's work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, the company's team has been consistently recognized for its performance and culture. We're proud to be included in Deloitte's Fast 500 (four years running!), LinkedIn's Top Startups, Forbes' Cloud 100 (five years running!), Inc.'s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index!

About the RoleWe're looking for naturally curious, creative people that can think on their feet and enthusiastically tackle problems head on. As a Support Engineer you will work both directly with our customers, as well as the Customer Success team, to ensure customers' technical needs are met as our product offerings rapidly grow. You will serve as a key link between Customer Success (CS) and Engineering, enabling CS to help our customers employ the company technology to achieve their marketing goals.

What You'll Accomplish

• Communicate with customers via Zendesk, JIRA, or scheduled calls to best understand and identify customer issues and your role in addressing them

• Serve as a technical point of contact support resource for Customer Success to drive the resolution of technical requests, involving

• Translate customer feedback to engineering action, leveraging proper escalation routes to manage internal and external stakeholders' expectations.

• Work cross functionally across Customer Success, Product and Engineering to triage and mitigate issues - including site event incidents

• Creatively problem solve to develop strategic, reusable solutions. Identify bugs and effectively elevate to the appropriate internal parties

Your Expertise

• Affinity for problem solving and crafting innovative, reusable solutions

• Possess high level of emotional intelligence, handling difficult situations with empathy and professionalism

• Exceptional direct customer communication, organization, prioritization, and time-management skills in a fast-paced and demanding environment

• Experienced in handling incidents and internal communications both within and outside of (on-call) business hours

• Willingness to adapt when needed and step out of your comfort zone to try/learn new things

• Advanced ability to communicate and collaborate with cross-departmental partners and stakeholders

• Detail oriented and accuracy obsessed in a dynamic and fast-paced environment

• Experience in MarTech/AdTech or a technical service environment preferred

• Strong written and verbal communication skills; ability to explain technical concepts to non-technical people and communicate urgency in tickets and live conversations

• A critical thinker with the ability to logically and methodically investigate and problem-solve

• Code Aptitude: A strong understanding of HTML/CSS and SQL required; familiarity with at least one programming or scripting language, such as JavaScript,, Liquid, or TypeScript is preferred

• Familiarity with Webhooks, REST APIs, and API documentation

• BS/BA Degree or equivalent

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

• The US base salary range for this full-time position is $75,000 - $85,000 annually+ equity + benefits

• Our salary ranges are determined by role, level and location

#LI-SJ1

By applying for this position, your data will be processed as per the company's Privacy Policy. the company Company Values Default to Action

- Move swiftly and with purpose

Be One Unstoppable Team

- Rally as each other's champions

Champion the Customer

- Our success is defined by our customers' success

Act Like an Owner

- Take responsibility for the company's success

Learn more about AWAKE, the company's collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At the company, we know that our Company's strength lies in the diversity of our employees. the company is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. the company is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.