As a Technical Customer Support Specialist, you will serve as an invaluable partner for our customers, working with them as they use our platform to manage their marketing data to make informed business decisions. This will include identifying and resolving issues, providing technical guidance, diagnosing and functionally escalating issues, consultations on report building and data management initiatives, and advising on best practices to our customers to support them in reaching their goals.

Your day-to-day work and responsibilities include…

• Serve as the primary point of contact for customers seeking technical assistance via various channels including email, video conferencing, and live chat.
• Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage.
• Collaborate with customers to understand their technical requirements and provide tailored solutions to meet their needs.
• Escalate unresolved issues to the appropriate internal teams such as engineering or product development, and effectively manage customer expectations and communications related to the troubleshooting effort and resolution.
• Document, with a high degree of accuracy all customer interactions, issues, and resolutions in our Support ticketing system.
• Assist in the development and maintenance of technical support documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Stay up-to-date on product enhancements, new features, and industry best practices to provide timely support and guidance to customers.
• Participate in regular training sessions to enhance technical knowledge of cross functional team mates

• 2-3 years experience delivering effective technical support within a Martech or SaaS company.
• Bachelor’s degree in a technical discipline, or an equivalent combination of work experience and relevant third party certifications
• Basic web programming and SQL knowledge.
• Familiarity with web technologies, APIs, data integrations, and data warehousing
• Experience with CRM systems and support ticketing platforms (e.g., Salesforce, Zendesk)
• Have effective problem-solving skills to identify and implement solutions. Including self-driven research, collaboration with other departments, and testing
• Be highly motivated and able to prioritise effectively within a largely asynchronous and remote work environment.
• Have clear and flexible communication skills with both internal and external parties
• Have a mindset of continuous personal growth and development.

Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, The base salary for this role is $60,000 USD annually + bonus, with flexibility depending on level/experience (to be discussed). These figures reflect the compensation offered for remote U.S.based candidates. In addition to compensation, we offer a comprehensive benefits package, including:

• Fully paid medical/dental/vision benefits (for employee & dependents)

• Generous PTO

• 401k with matching

• Options

• Tech package

• Home office and wifi stipend

Supermetrics is committed to fair and equitable compensation practices. We regularly review pay data to ensure internal equity, market alignment, and full transparency in how we reward performance.

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected. If you require any reasonable accommodations during the application or interview process, please do not hesitate to let us know. All requests for accommodation will be kept confidential.

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics.

LI-Remote

Join us on our mission to make data a marketing superpower

Supermetrics builds an end-to-end marketing intelligence platform, with 15% of global advertising spend reported through our products.

We help marketers turn their data into insights that improve business results and predict the best next step. Our technology streamlines marketing data for over 200,000 businesses through a network of agencies and customers like Shopify, HubSpot, and Nestlé. Since our founding in 2013, we’ve grown from a one-person shop to a key player in the industry-and we’re just getting started!

We’re a team of 400+ growth-minded people from diverse backgrounds. Together, we make a multicultural, resourceful, and collaborative team.

Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and action-oriented, we work hard to raise the bar in our industry. As team players, we help each other and win together.

We’re hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.