Senior Support Engineer

📋 Description

• Serve as the technical escalation point for all products, including SaaS ones.
• Reproduce dealer-reported issues in-product, read distributed traces in Observe and Honeycomb, and
• Distinguish true defects from expected behavior, configuration issues, or partner-side failures
• Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps
• Own the FireHydrant trigger decision during business hours for products; coordinate with on-call
• Partner with Tier 1 and Tier 2 Dealer Support Operations to handle escalations and upskill the team

🎯 Requirements

• 4+ years in a technical support, support engineering, solutions engineering, or customer
• Demonstrated ability to read logs and distributed traces (Observe, Honeycomb, Datadog, Splunk, or
• Comfort working with SQL, XML, JSON, and REST API responses; basic scripting in Python, Bash, or a
• Strong written and verbal communication; able to translate between dealers, account teams, Product
• Calm judgment in incident situations and the ability to make defensible "is this an outage" calls.
• Experience supporting products with third-party data integrations (CRM, DMS, inventory feeds

🎁 Benefits

• Flexible hybrid model and robust time off policies
• Daily free lunch
• New car discount
• Meditation and fitness apps
• Commuting cost coverage
• Equity for all employees