Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Providing technical support and troubleshooting for enterprise clients of an analytics platform with an accent on debugging complex technical issues and API integrations. Focus on resolving high-level technical cases, collaborating with engineering teams, and optimizing the customer support experience for enterprise accounts.

Location: Remote (USA). Must be able to work 9 AM to 6 PM West Coast time.

Company

A global web and app analytics company providing a source of truth for customer data through advanced behavioral analytics.

What you will do

• Provide diagnostic and troubleshooting support for enterprise clients to resolve complex product-related issues.
• Resolve and document incoming cases via telephone, web, and other support channels while meeting SLAs.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to drive product improvement.
• Communicate technical concepts clearly to diverse audiences, including developers, marketers, and C-level executives.
• Manage technical issues involving data collection, session replay, masking logic, APIs, and third-party integrations.
• Participate in a rotational on-call schedule during weekdays, weekends, and retail holidays.

Requirements

• Must be based in the USA and able to work 9 AM to 6 PM West Coast time.
• 2+ years of experience in providing customer-facing support to Enterprise accounts.
• Proficiency in JavaScript, HTML5, CSS, and APIs.
• Strong SQL skills and experience with Chrome DevTools.
• Full professional proficiency in English.
• Ability to travel up to 10%.

Nice to have

• French language proficiency.
• Experience with AWS, Datadog, or Grafana.
• Familiarity with digital analytics ecosystems or tag management systems.
• Experience with JIRA and Zendesk.
• Knowledge of SDKs, session replay, or custom event instrumentation.

Culture & Benefits

• Opportunity to grow within a rapidly expanding customer support team in the USA.
• Collaborative environment working with world-class Product and Engineering teams.
• Focus on empathy, fast learning, and professional development.
• Inclusive work culture as an equal opportunity employer.