Customer Support Engineer

Summary

Join GrowthLoop, a leading AI Growth Platform, as a Customer Support Engineer. This hybrid role blends real-time customer support with technical onboarding, ensuring a seamless customer experience. You will manage support inquiries across various channels, partner with other teams to help customers utilize GrowthLoop effectively, investigate and resolve platform issues, and contribute to internal knowledge bases. This role requires strong technical skills, excellent communication, and a proactive approach to problem-solving. GrowthLoop offers a remote-first culture, flexible schedules, unlimited PTO, and competitive benefits including platinum health insurance and a 401k program.

Requirements

• 2+ years of experience in a technical support or implementation role at a SaaS company, ideally involving data or martech products
• Proficiency in SQL and familiarity with modern data stack tools (e.g., dbt, Snowflake, BigQuery, Looker)
• Strong communication skills and the ability to convey technical concepts to non-technical users
• Proven ability to juggle multiple conversations and priorities with speed, empathy, and accuracy
• High degree of ownership — you’re not just reactive, but look for ways to improve the customer experience and internal processes
• Passion for helping customers succeed and a curiosity for how systems work under the hood
• Comfortable navigating ambiguity and driving toward clarity in both technical and interpersonal settings

Responsibilities

• Own day-to-day customer support interactions across Slack, chat, and email, addressing technical and product-related issues with urgency and empathy
• Partner with onboarding and Solutions teams to help customers ingest, model, and prepare their data for use in GrowthLoop
• Investigate issues related to platform behavior, sync failures, data quality, and campaign setup, providing clear explanations and proactive solutions
• Write and troubleshoot SQL queries , assist with dbt models, and contribute to successful data transformations during implementation
• Escalate and follow up on product bugs , working closely with Engineering to ensure timely resolution and clear communication to customers
• Contribute to internal knowledge bases , playbooks, and technical templates to streamline support and onboarding processes
• Track and share patterns from customer interactions to improve product usability, documentation, and onboarding workflows

Benefits

• Free Platinum Health Insurance with Aetna
• 401(k) Program with Generous Company Match
• Remote-First Culture
• Flexible schedules and goal-based work style
• Unbounded PTO
• Monthly Recharge Days
• Spot bonuses for major milestones and product feature graduations
• Opportunities for career progression and dynamic collaboration across teams
• Equity incentives for employees making an impact
• Quarterly Hackathons to focus on team passion projects
• Education Stipend towards your professional development
• Work closely with our world-class executive team
• Learners’ mindset culture