Senior Support Engineer

🕒 January 22

🗽 New York – Remote

🗽 New York – Remote

💵 $100k - $140k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Northbeam

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

💰 $15M Series A on 2022-08

eCommerce • SaaS • Artificial Intelligence

Northbeam is a marketing intelligence platform that specializes in multi-touch attribution and media mix modeling, powered by machine learning, to enhance profitable growth. The platform offers tools like omnichannel planning, real-time data analytics, and creative analytics to optimize ad spends, improve cross-channel performance, and drive growth for ecommerce brands. Trusted by top brands, Northbeam provides data-driven insights into customer journeys and ad performance with a focus on first-party data. Its solutions help businesses understand conversion paths, optimize budget mixes, and tackle creative fatigue for maximum return on ad spend.

📋 Description

• Act as the first line of support for technical issues raised via support tickets, Slack channels, or through Customer Success Managers, communicating clearly and effectively with both technical and non-technical stakeholders throughout the resolution process. • Work directly with customers to integrate Northbeam into their ecommerce and analytics infrastructure, or to assess and resolve issues when troubleshooting is required. • Diagnose and resolve technical issues by analyzing customer implementations, including scripts such as Pixels and Orders APIs. • Own data quality issues end-to-end, partnering with internal teams to address proactively flagged issues and working with customers to resolve them. • 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 more self-serve customer workflows.

🎯 Requirements

• Bachelor's Degree or similar experience preferred, but not required • 2+ years of software engineering or support engineering experience • Proficient with: • Writing and editing SQL queries • JavaScript and HTML (basics) • Web based APIs • 2+ years of experience working directly with customers in a technical or support capacity. • Strong ability to translate technical concepts into clear, easy-to-follow documentation, emails, and instructions. • Excellent written and verbal communication skills.

🏖️ Benefits

• equity package • comprehensive healthcare benefits (medical, dental, and vision) • 401(k) plan • flexible PTO policy • 12 company-paid holidays • 12 weeks of paid parental leave • $500 work-from-home stipend