Customer Support Engineer

5 days ago


San Francisco, California, United States Tbwa ChiatDay Inc Full time
About the Role

The Senior Customer Support Engineer will be responsible for providing technical support to our most valuable customers on their most complex issues. This role requires a strong understanding of modern web technologies and excellent troubleshooting skills.

We are looking for a highly skilled individual who can utilize tools like DataDog, Snowflake, and Mulesoft to investigate technical issues down to the application level. The ideal candidate will be able to communicate technical details to a non-technical audience in a clear and concise manner.

As part of the Customer Support Engineering team, you will collaborate cross-functionally with Engineering, Customer Success, and Business Development teams on various initiatives. You will also be responsible for mentoring less experienced Support Engineers and owning certain processes and procedures to keep our most valuable customers operating smoothly.

What You'll Do
  • Provide technical support to our largest customers and partners via our ticketing system and screen-sharing calls.
  • Investigate technical issues down to the application level utilizing tools like DataDog, Snowflake, and Mulesoft, escalating to engineering as needed.
  • Own certain processes and procedures to keep our most valuable customers operating smoothly.
  • Collaborate cross-functionally with Engineering, Customer Success, and Business Development teams on various initiatives.
  • Mentor less experienced Support Engineers providing support in the day-to-day and in their ongoing troubleshooting skill sets.
  • Act as the Customer communication liaison for critical incidents. This is a 24/7 on-call shift that is rotated between members of the team.

Salary: $69,300 - $86,625 per year



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