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Customer Support Engineer

Posted 3 days agoViewed

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💎 Seniority level: Junior, 2+ years

💸 Salary: 125000.0 - 150000.0 USD per year

🔍 Industry: SaaS

🏢 Company: GrowthLoop👥 51-100💰 Private about 3 years agoCloud ComputingSaaSMachine LearningSalesMarketingSoftware

🗣️ Languages: English

⏳ Experience: 2+ years

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.
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