Senior Support Engineer

<div class="content-intro"><h3><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">About Northbeam</span></h3> <p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">Northbeam is building the world's most advanced marketing intelligence platform, providing top eCommerce brands a unified view of their business data through powerful attribution modeling and customizable dashboards. Our technology helps customers accurately track ad spend, understand the full customer journey, and drive profitable growth.</span></p> <p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">We're experiencing rapid growth, have strong product-market fit, and are looking for the right people to help us scale. This is a rare chance to make a meaningful impact at a fast-moving, high-growth company. At Northbeam, you'll join a team of driven, collaborative, and talented individuals who value personal growth and excellence. We'd love for you to be part of our journey.</span></p> <p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">We're a remote-friendly company with offices in San Francisco and Los Angeles.</span></p></div><h3><span style="font-size: 12pt;"><strong>About the Role</strong></span></h3> <p>The Senior Support Engineer role is a key member of the post-sales team working closely with engineering, sales, customer success, and directly with customers. This person is a technical expert able to assess and resolve setup issues, bugs, or any other technical challenges customers may face (e.g. scripting challenges, data exports). This role is a crucial part of the customer satisfaction function on the team. The ideal person loves to figure out why something is not working and can clearly articulate the best way to resolve – sometimes creatively.</p> <p>We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more. Ideally, this person will be in the EST time zone or able to work during those hours.</p> <h3><span style="font-size: 12pt;"><strong>Your Impact</strong></span></h3> <ul> <li>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.</li> <li>Work directly with customers to integrate Northbeam into their ecommerce and analytics infrastructure, or to assess and resolve issues when troubleshooting is required.</li> <li>Diagnose and resolve technical issues by analyzing customer implementations, including scripts such as Pixels and Orders APIs.</li> <li>Own data quality issues end-to-end, partnering with internal teams to address proactively flagged issues and working with customers to resolve them.</li> <li>Escalate complex or product-level issues to Engineering when appropriate, providing clear context and reproduction details.</li> <li>Continuously improve external-facing documentation to enable smoother onboarding and more self-serve customer workflows.</li> </ul> <p>Role Characteristics</p> <ul> <li>Approximately 70–80% of the role is backend-focused, involving debugging data pipelines and investigating logs.</li> <li>The role usually works closely with the data and engineering teams, rather than the product teams.</li> <li>Success in this role requires strong analytical thinking, attention to detail, and comfort working through ambiguous technical problems.</li> </ul> <h3><span style="font-size: 12pt;"><strong>What You Bring</strong></span></h3> <p>Experience<span style="font-size: 12pt;"><br></span></p> <ul> <li>Bachelor's Degree or similar experience preferred, but not required</li> <li>2+ years of software engineering or support engineering experience</li> <ul> <li>You should be proficient with:</li> <ul> <li>Writing and editing SQL queries&nbsp;</li> <li>JavaScript and HTML (basics)</li> <li>Web based APIs</li> </ul> </ul> <li>2+ years of experience working directly with customers in a technical or support capacity.</li> <li>Strong ability to translate technical concepts into clear, easy-to-follow documentation, emails, and instructions.</li> <li>Excellent written and verbal communication skills.</li> </ul> <p>Technical Skills</p> <ul> <li>Administrator tooling:</li> <ul> <li>Retool, ActiveAdmin, Django Admin, or other similar tools</li> </ul> <li>Python (nice to have)</li> <li>Proficient in data analytics tools (nice to have)</li> <li>Working knowledge of APIs, Datadog, Airflow, Postgres, and BigQuery.</li> </ul> <p>#LI-Remote</p><div class="content-pay-transparency"><div class="pay-input"><div class="title">Base Salary Range</div><div class="pay-range"><span>$100,000</span><span class="divider">&mdash;</span><span>$140,000 USD</span></div></div></div><div class="content-conclusion"><p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">Actual compensation may vary based on experience, skills, and location.</span></p> <p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">In addition to your base salary, we offer an equity package, comprehensive healthcare benefits (medical, dental, and vision), and a 401(k) plan. Our team enjoys a flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave. We also provide a $500 work-from-home stipend to support your remote setup.</span></p> <p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;"><strong>Interview Process<br></strong>The interview process varies by role but typically begins with a 30-minute interview with a Northbeam recruiter, followed by a video interview with the hiring manager. Next, candidates complete a role-specific video interview followed by video or onsite interviews with several team members. The final step is a video interview with our CEO/Co-founder. The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time.</span></p> <p><span style="font-family: 'TT Commons Pro', sans-serif; font-size: 12pt;">We accept applications on an ongoing basis.</span></p></div>