Senior Technical Support Engineer (AI)

Location: Remote for U.S.-based candidates

Salary: $80,000–$90,000 USD annually plus bonus

Company

Supermetrics builds a marketing intelligence platform that helps businesses transform marketing data into actionable insights through connectors and integrations.

What you will do

• Resolve complex technical and product queries involving connector issues, pipeline failures, authentication errors, and schema mismatches.
• Diagnose root causes and explain technical findings clearly to customers and internal stakeholders.
• Identify recurring failures, integration instability, and data-quality risks, and recommend next steps.
• Partner with Product, Engineering, and Customer Success on escalated cases using structured bug reports and reproduction steps.
• Maintain knowledge-base content, including known issues, FAQs, and resolution guides.
• Use agentic AI coding tools to investigate unfamiliar code, write small scripts, validate outputs, and propose draft fixes.

Requirements

• Experience in technical or customer support, solutions engineering, or technical operations, preferably in a SaaS environment.
• Strong investigation, diagnosis, documentation, and case-management skills.
• Ability to read and make small code changes, use version control, and understand APIs and data pipelines.
• Confidence directing AI coding agents, with discipline to test and validate generated output.
• Clear written and spoken communication with customers and engineering stakeholders.
• Structured, methodical management of multiple open cases and customer expectations.

Nice to have

• Experience using agentic AI tools to write, revise, or improve code.
• Familiarity with Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads.
• Experience with Zendesk, SQL, scripting, self-service support, or technical documentation.

Culture & Benefits

• Flexible remote policy.
• Health insurance premiums fully covered for the employee and family, with $0 deductible options.
• One-time $520 work-from-home stipend and monthly Wi-Fi allowance.
• Biweekly Uber Eats stipend.
• External training, equity options, and high-quality work equipment.
• Collaborative, multicultural, and inclusive working environment.