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# SeniorTechnial Support Engineer

- **Company:** Supermetrics Inc.
- **Location:** Richmond, VA, United States (Remote available)
- **Experience:** Expert
- **Salary:** $80,000.0 - $90,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Google AdWords, Artificial Intelligence, BigQuery, Software as a Service, Software Engineering, SQL Databases, Scripting, Google Data Studio, Bug Reporting, Gsuite, Virtual Agents, Zendesk, Software Version Control, Data Pipelines
- **Published:** September 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ec992910a644c6ec

## About the Role

* A background in technical or customer support, solutions engineering, or technical operations, especially within a SaaS setting.
 * Skilled at investigating, diagnosing, and documenting, and able to remain comfortable with uncertainty until the evidence becomes clear.
 * Comfortable reading and making small changes to code, working with version control, and understanding how APIs and data pipelines fit together.
 * An agentic mindset: confidence directing an AI coding agent toward a fix, paired with discipline about testing its output rather than taking it on faith.
 * Genuine curiosity about how data moves and breaks, with motivation to build deep familiarity with Supermetrics' connectors and integrations over time.
 * Clear and effective communication in writing and speaking, making technical details understandable for customers and engineering stakeholders.
 * A structured, methodical approach to managing multiple open cases and customer expectations through uncertainty., * Direct experience working with agentic AI tools to write, revise, or improve code.
 * Familiarity with common data destinations and sources, such as Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads.
 * Experience with support ticketing platforms such as Zendesk.
 * SQL or scripting ability, self-serve support experience, or contributions to technical documentation and enablement.

## Description

* Own resolution of technical and product queries, from connector issues and pipeline failures to authentication errors and schema mismatches, with accuracy, clarity, and pace.
 * Act as a trusted technical point of contact, diagnosing root causes systematically and explaining findings in accessible, non-reductive language.
 * Flag signals of broader product or account risk, such as recurring failures, integration instability, or data quality concerns, with context and recommended next steps.
 * Partner with Product, Engineering, and Customer Success on escalated cases, handing off with well-structured bug reports, clear reproduction steps, and context that makes the next person's job easier.
 * Maintain the technical knowledge base: known issues, FAQs, and resolution guides that reduce repeat contact.
 * Use agentic AI coding tools to navigate unfamiliar code, write small scripts, and investigate failures down to root cause, then propose a draft fix for Engineering to review where you have the access and confidence to do so.
 * Test and validate AI-generated output before proposing it as a fix, the same way you'd validate any other diagnosis.
 * Serve as a technical AI assistant specialist by outlining diagnostic workflows, selecting knowledge sources, and checking AI-generated responses for correctness.
 * Use patterns in query volume to improve AI deflection coverage, so human engineers focus where deep diagnostic reasoning matters most.
 * Help define and safeguard the boundary between what AI handles autonomously and what needs human intervention.