Senior Support Engineer (eCommerce)

TL;DR

Senior Support Engineer (eCommerce): Acts as the first line of technical support for hirify.global's marketing intelligence platform, focusing on assessing and resolving setup issues, bugs, and data quality challenges for eCommerce customers. Focus on debugging data pipelines, analyzing customer implementations, and improving external-facing documentation.

Location: Remote (US). Ideally, this person will be in the EST time zone or able to work during those hours.

Salary: $100,000–$140,000 USD

Company

hirify.global is building the world's most advanced marketing intelligence platform, providing top eCommerce brands a unified view of their business data.

What you will do

• Act as first-line technical support for issues raised via support tickets, Slack channels, or Customer Success Managers.
• Work directly with customers to integrate hirify.global and to assess and resolve issues when troubleshooting.
• Diagnose and resolve technical issues by analyzing customer implementations, including scripts (Pixels and Orders APIs).
• Own end-to-end data quality issues, partnering with internal teams to proactively address and resolve them with customers.
• Escalate complex or product-level issues to Engineering when appropriate, providing clear context and reproduction details.
• Continuously improve external-facing documentation to enable smoother onboarding and self-serve customer workflows.

Requirements

• 2+ years of software engineering or support engineering experience.
• Proficiency with writing and editing SQL queries, JavaScript, HTML, and Web-based APIs.
• 2+ years of experience working directly with customers in a technical or support capacity.
• Strong analytical thinking, attention to detail, and comfort working through ambiguous technical problems.
• Excellent written and verbal communication skills.
• Must be able to work during EST time zone hours.

Nice to have

• Familiarity with Administrator tooling such as Retool, ActiveAdmin, or Django Admin.
• Python proficiency.
• Proficient in data analytics tools.
• Working knowledge of Datadog, Airflow, Postgres, and BigQuery.

Culture & Benefits

• Join a remote-first company with a team of driven, collaborative, and talented individuals who value personal growth and excellence.
• Offer an equity package, comprehensive healthcare benefits (medical, dental, and vision), and a 401(k) plan.
• Enjoy a flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave.
• Receive a $500 work-from-home stipend to support your remote setup.

Hiring process

• Typically begins with a 30-minute interview with a hirify.global recruiter.
• Followed by a video interview with the hiring manager.
• Candidates complete a role-specific video interview.
• Followed by video or onsite interviews with several team members.
• The final step is a video interview with the CEO/Co-founder.
• The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time.