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Technical Support Engineer

Burlington, MA

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online.

Our unique data and solutions empower over 5,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange and continue reaching new heights! Come work alongside Similarwebbers who are bright, curious, practical, and good people.

We’re looking for a Technical Support Engineer to become a product expert, assist our customers with various inquiries, and strengthen our relationships with our customers and users. This role reports to the Director of Product Support.

Why is this role important at Similarweb?

The Technical Support Engineer acts as the first line of contact for all of our users and plays a critical role in building trust in our brand, services, and products.

The Support Team is often the first point of contact for new users, giving us a unique opportunity to make their first experience with Similarweb amazing!

So, what will you be doing all day?

As part of the Product Support team, your daily responsibilities may include:

  • Providing high-quality, personalized support to our customers primarily through email, and fostering strong customer relationships.
  • Supporting Similarweb employees by addressing any questions or issues with Similarweb products.
  • Acting as an escalation point for our Tier 1 team for bugs, data inquiries, and advanced product questions.
  • Becoming an expert in all Similarweb products, enabling you to address general product education inquiries.
  • Collaborating with Product and R&D teams to resolve bugs and handle escalations, making prioritization decisions when multiple issues arise.
  • Acquiring advanced knowledge of our data methodology to effectively manage complex data questions.
  • Offering feedback to our Product team by sharing insights that could enhance customer experience and suggesting new product functionalities.

This is the perfect job for someone who:

  • Has at least 1 year of customer-facing experience (account management, client onboarding, customer support, or similar roles).
  • Has at least 1 year of experience working directly with software (SaaS preferred) or in the digital marketing field
  • Has SQL knowledge to query and analyze data discrepancies for efficient issue resolution.
  • Is experienced with RESTful APIs and tools like Postman, with the ability to troubleshoot and perform API testing to diagnose customer issues effectively.
  • Is a native-level English and exceptional verbal and written communication skills
  • Is internet & tech savvy
  • Has critical thinking and problem solving skills
  • Demonstrate professionalism, and strong ability to work in a team environment
  • Is highly service-oriented with customer-facing skills
  • Has data analysis skills

It’s a plus if you are someone who:

  • Is experienced with Salesforce, JIRA, Zendesk or other support ticketing systems
  • Has experience working in a DaaS company
  • Has a strong understanding of the digital marketing space

**At Similarweb, collaborating with our colleagues in-office creates a more connected, unified culture. Our best work is a product of our face-to-face collaboration, with the ability to work partially from home.**

Why you’ll love being a Similarwebber:

You’ll get to sell a product you actually believe in: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

Please Note: We are unable to sponsor visas at this time.

#LI-KZ #LI-hybrid

 

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