Technical Support Engineer

🕒 May 20

🗽 New York, Massachusetts – Remote

🗽 New York – Remote 🍂 Massachusetts – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Ketch

WebsiteLinkedInAll Job Openings

51 - 200 employees

📋 Compliance

☁️ SaaS

Compliance • SaaS • Data Governance

Ketch is a next-generation privacy management software company that provides tools for data-driven brands to effectively manage and enforce privacy compliance. Their platform offers features such as programmatic privacy, consent management, DSR automation, data mapping, and AI governance. Ketch focuses on helping brands collect and mobilize permissioned data while ensuring compliance with global privacy regulations like GDPR and CCPA/CPRA. The company provides solutions tailored for different roles and verticals, including legal teams, marketers, engineers, retail, eCommerce, technology, communications, media, and financial services. Ketch positions itself as a leader in privacy and data management with the aim to empower brands in handling responsible data stewardship and integrating privacy choices into their data ecosystems.

📋 Description

• Provide high-quality technical support to Ketch customers. • Partner closely with Professional Services team on technical solutions. • Balance reactive support work with proactive engagement. • Work directly with customer engineering teams, developers, and IT stakeholders. • Serve as a primary technical support resource for US-based customers on East Coast hours. • Own ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration. • Document fixes, known issues, and reusable solutions for broader teams. • Escalate to engineering when appropriate, while owning customer communication and resolution timelines.

🎯 Requirements

• 4+ years in a technical support, solutions, or implementation role at a B2B SaaS company. • Strong working knowledge of JavaScript, HTML, CSS, and APIs. • Comfortable using Postman or similar tools to troubleshoot API behavior. • Experience administering or supporting SaaS platforms like Zendesk, Salesforce, or comparable. • Genuine technical curiosity. • Based on the US East Coast with the right to work in the US. • Comfortable working independently in a startup environment.

🏖️ Benefits

• Ketch is proud to be an equal opportunity employer. • Commitment to building a workforce that is representative of the users we serve. • Creating a culture of belonging. • Providing an equal employment opportunity regardless of various protected categories.