Technical Support Engineer

SimilarWeb; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks of vacation

Birthday leave

Sick days

Mulitsport card

Meal vouchers

Team events

Opportunity for equity

Job summary

A leading tech company is seeking a Tier 2 Technical Support Engineer to join their Product Support team. The role involves addressing escalated customer inquiries, technical troubleshooting, and collaboration with R&D and Product teams. Candidates should have a background in technical customer-facing roles, proficiency in SQL and APIs, and excellent communication skills. This position offers a hybrid work model and emphasizes career growth with various benefits and a supportive company culture.

Qualifications

• 3+ years of experience working directly with software products and customers.
• Experience in technical customer-facing roles.
• Curiosity, analytical mindset, and a love for solving puzzles.

Responsibilities

• Handle advanced customer inquiries escalated from Tier 1.
• Troubleshoot product behavior and run SQL queries.
• Collaborate with R&D and Product teams to investigate bugs.

Skills

SQL

APIs (REST)

Postman

Technical customer-facing experience

Excellent communication skills in English

Analytical skills

Cross-functional teamwork

Tools

Zendesk

Salesforce

JIRA

Job description

About Us

We are Similarweb, helping businesses navigate the digital world by uncovering everything happening online. Our cutting‑edge platform and unique data empower over 4,300 customers worldwide, including leaders like Google, eBay, and Adidas. In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

Why is this role important at Similarweb?

We’re looking for a Tier 2 Technical Support Engineer to join our global Product Support team. You’ll serve as a technical expert, handling escalated product and data issues, solving complex customer challenges, and collaborating with our R&D and Product teams to ensure an outstanding user experience. This is a key role in bridging customer needs with technical solutions and making sure our users get the best out of our platform.

What will you do?

• Handle advanced customer inquiries escalated from Tier 1, especially technical issues and data discrepancies.
• Troubleshoot product behavior, run SQL queries, and perform API testing using tools like Postman.
• Collaborate closely with R&D and Product teams to investigate bugs and deliver timely solutions.
• Become an internal expert on Similarweb’s data methodology, enabling you to manage complex data‑related cases.
• Provide internal support to other teams using our product.
• Identify patterns in user issues and share insights with Product teams to help improve the platform.
• Contribute to support documentation and continuously improve support workflows.

This is the perfect job for someone who

• You have experience in technical customer‑facing roles.
• You have 3+ years of experience working directly with software products and customers.
• You’re confident with SQL, APIs (REST), and tools like Postman.
• You have excellent communication skills in English – both written and spoken.
• You’re curious, analytical, and love solving puzzles.
• You enjoy working with cross‑functional teams and can translate technical concepts into user‑friendly language.

It’s a plus if you are someone who

• Have experience with Zendesk, Salesforce, or JIRA.
• Understand the digital marketing space or have worked in a DaaS environment.
• Know the challenges of scaling support in a high‑growth company.

Why Join Us?

• Hybrid work model – 4 days in the office, 1 day remote.
• Modern offices in DOCK IN (Prague 8) – standing desks, dual monitors, snacks & chill zones.
• Work‑life balance – 5 weeks of vacation, birthday leave, sick days, Multisport card, and meal vouchers.
• State‑of‑the‑art tech stack – including MacBook Pro M3.
• Community & culture – Team events, happy hours, and shared lunches.
• Equity program – Be part of our journey as a shareholder.
• Career growth – Coaching, internal mobility, and ongoing learning opportunities.

How to Apply

Interested in this position? Please submit your resume and cover letter through the application portal.

LI‑Hybrid