Remote Support Engineer

Summary

Join Northbeam as a Support Engineer and be part of the post-sales team working closely with engineering, sales, customer success, and directly with customers. This role is crucial for customer satisfaction and requires technical expertise to assess and resolve setup issues, bugs, or any other technical challenges customers may face.

Requirements

• Bachelor's Degree or similar experience preferred, but not required
• 2+ years of software engineering or support engineering experience
• You should be proficient with: Writing and editing SQL queries
• JavaScript and HTML (basics)
• Web based APIs
• 2+ years of experience speaking with customers
• The ability to translate technical concepts into easy to follow documentation / emails / directions
• Administrator tooling: Retool, ActiveAdmin, Django Admin, or other similar tools
• Python (nice to have)
• Proficient in data analytics tools (nice to have)

Responsibilities

• Act as the first line of support for any technical issues raised by customers via support tickets, slack channels, or through Customer Success Managers
• Work with customers to help integrate our analytics product into their ecommerce infrastructure, or assess challenges if troubleshooting is required
• Help customers resolve issues by analyzing their implementation, scripts (Pixel, Orders API), or escalating to the engineering team when appropriate
• Help work through customer data discrepancies to ensure accuracy
• Continuously improve outward-facing documentation to enable smoother and more self-serve customer processes