Senior technial support engineer

Supermetrics is looking for a Senior Technical Support Engineer to own our most complex customer relationships. This isn't a software engineering role, resolving tickets and owning the technical relationship is the core of the job, but you're expected to arrive already comfortable directing agentic AI tools, such as AI coding assistants built into your editor or terminal, to diagnose and fix issues faster, not treat that as a stretch skill to pick up later.

You'll move fluidly between talking a customer through a connector failure and using an AI coding agent to trace a schema mismatch to its root cause, and as your product depth grows, you'll increasingly turn bug reports into proposed fixes rather than just well-documented tickets for someone else to pick up. As AI handles more of the day-to-day questions, this role becomes about the cases that need real technical judgment, and using AI to solve problems that used to require an engineering handoff.

In this role you will…

• Own resolution of technical and product queries, from connector issues and pipeline failures to authentication errors and schema mismatches, with accuracy, clarity, and pace.
• Act as a trusted technical point of contact, diagnosing root causes systematically and explaining findings in accessible, non-reductive language.
• Flag signals of broader product or account risk, such as recurring failures, integration instability, or data quality concerns, with context and recommended next steps.
• Partner with Product, Engineering, and Customer Success on escalated cases, handing off with well-structured bug reports, clear reproduction steps, and context that makes the next person's job easier.
• Maintain the technical knowledge base: known issues, FAQs, and resolution guides that reduce repeat contact.
• Use agentic AI coding tools to navigate unfamiliar code, write small scripts, and investigate failures down to root cause, then propose a draft fix for Engineering to review where you have the access and confidence to do so.
• Test and validate AI-generated output before proposing it as a fix, the same way you'd validate any other diagnosis.
• Serve as a technical AI assistant specialist by outlining diagnostic workflows, selecting knowledge sources, and checking AI-generated responses for correctness.
• Use patterns in query volume to improve AI deflection coverage, so human engineers focus where deep diagnostic reasoning matters most.
• Help define and safeguard the boundary between what AI handles autonomously and what needs human intervention.

This position is for you if you have…

• A background in technical or customer support, solutions engineering, or technical operations, especially within a SaaS setting.
• Skilled at investigating, diagnosing, and documenting, and able to remain comfortable with uncertainty until the evidence becomes clear.
• Comfortable reading and making small changes to code, working with version control, and understanding how APIs and data pipelines fit together.
• An agentic mindset: confidence directing an AI coding agent toward a fix, paired with discipline about testing its output rather than taking it on faith.
• Genuine curiosity about how data moves and breaks, with motivation to build deep familiarity with Supermetrics' connectors and integrations over time.
• Clear and effective communication in writing and speaking, making technical details understandable for customers and engineering stakeholders.
• A structured, methodical approach to managing multiple open cases and customer expectations through uncertainty.

Nice to have...

• Direct experience working with agentic AI tools to write, revise, or improve code.
• Familiarity with common data destinations and sources, such as Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads is strongly preferred.
• Experience with support ticketing platforms such as Zendesk.
• SQL or scripting ability, self-serve support experience, or contributions to technical documentation and enablement.

Benefits we offer…

• 100% paid health care premiums for you and the WHOLE family with $0 deductible options
• Flexible remote policy
• $520 one time WFH stipend
• Biweekly Uber Eats stipend
• $80 monthly wifi allowance
• Various external trainings to support your career development
• A comprehensive benefits package that includes equity options
• High-quality work equipment

Pay Transparency Statement: The base salary range for this role is $80,000 to $90,000 USD annually + bonus. These figures reflect the compensation offered for remote U.S. based candidates.

Supermetrics is committed to fair and equitable compensation practices. We regularly review pay data to ensure internal equity, market alignment, and full transparency in how we reward performance.

#LI-Remote

Join us in putting AI to work for marketers

Supermetrics helps marketers make better decisions. It connects marketing data from platforms like Facebook Ads and Google Analytics to the AI tools, analytics tools, and data warehouses marketers already use, putting it right where they need it.

With Supermetrics, a marketer can connect their data to AI tools like Claude and ChatGPT, ask questions about their campaigns, and get insights and recommendations grounded in live data. From there, they can also manage and update campaigns across every connected platform, automatically and in one place, using guardrails to stay in control.

We work with organizations of every size: small teams that want enterprise-level reporting without the overhead, global brands like Dyson and L'Oréal that need visibility across millions in ad spend, and agencies like dentsu and McCann UK that manage large portfolios of client accounts at scale. In total, over 200,000 businesses trust Supermetrics to help them make the best decisions with their marketing data. We've grown from a one-person shop in 2013 into a global powerhouse, and we're only getting started.

Today, we're 300+ people, with teams spread across 10 countries and 3 continents. Our team represents more than 50 nationalities which makes us a multicultural, collaborative, thriving team.

Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and quick to act, we see what needs doing, take ownership, and run with it. As team players, we help each other and win together.

We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.

It all started with a Google t-shirt... Read the rest of our story at supermetrics.com/about.

How we use AI in the recruitment process:

We use AI to help our recruiters work through applications faster, for example, summarizing your resume and scheduling interviews. A recruiter reviews every application, and no hiring decision is ever made by AI.

For some roles, your first interview may be with an AI interviewer instead of a person, and a recruiter reviews that conversation before deciding whether you move forward. From there, our human interviewers may use AI to take notes throughout the rest of the process, never to score or evaluate you, just so they can stay focused on the conversation instead of typing. You'll be told before this happens, and if you'd rather not be recorded, you can opt out at any point. It covers the rest of your process and never affects how you're evaluated. Every hiring decision is made by our human recruiting and hiring teams.