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# Senior Support Engineer

- **Company:** CarGurus, Inc.
- **Location:** Boston, MA, United States
- **Experience:** Expert
- **Salary:** $92,000 - $115,000
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Bash Shell, Software as a Service, Data Integration, JSON, Python (Programming Language), Standard Sql, Salesforce.Com, Extensible Markup Language (XML), Datadog, Restful APIs, Marketplace, Splunk, Pagerduty
- **Published:** October 29, 2026
- **Apply:** https://www.careerbuilder.com/job-details/senior-support-engineer-boston-ma--9cc35870-9d17-428c-b804-1e014f4cf317

## About the Role

Technical Support, Sales, Technical Support, IP Multimedia System (IMS), Operational Support, Software as a Service (SaaS), Application Programming Interface (API), Pricing, On Call, Customer Escalations, * 4+ years in a technical support, support engineering, solutions engineering, or customer engineering role at a B2B company.

 * Demonstrated ability to read logs and distributed traces (Observe, Honeycomb, Datadog, Splunk, or equivalent), validate API payloads, and reproduce defects in production software.
 * Comfort working with SQL, XML, JSON, and REST API responses; basic scripting in Python, Bash, or a similar language to investigate issues.
 * Strong written and verbal communication; able to translate between dealers, account teams, Product, and Engineering.
 * 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, ML/pricing services).
 * Familiarity with FireHydrant, PagerDuty, or similar incident management tooling.
 * Exposure to automotive retail, dealer software, or marketplace platforms.
 * Experience standing up support processes for new product launches, not just operating mature ones.
 * Salesforce Service Cloud familiarity.

## Description

The Senior Support Engineer is the technical specialist inside Customer Operations & Support who closes the gap between "a dealer reports a problem" and "Engineering has a clean ticket to act on." You will reproduce defects, read traces and logs, validate IMS partner integrations, and decide whether an issue is a bug, expected behavior, a configuration problem, or a partner-side failure.

What you'll do

 * 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 correlate logs across Site, Dealer Data Service, Pricing services, ML rec models, and IMS partner APIs.
 * Distinguish true defects from expected behavior, configuration issues, or partner-side failures (DealerCenter, DealerSync, vAuto, Dealer Specialties, Vincue, MotorcarMarketing).
 * Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps, evidence, and impact framing.
 * Own the FireHydrant trigger decision during business hours for products; coordinate with on-call engineers during incidents.
 * Partner with Tier 1 and Tier 2 Dealer Support Operations to handle escalations and upskill the team over time.
 * Contribute to and maintain the Product Support Playbook: SLA framework, severity definitions, escalation paths, status page integration, named case routing in Salesforce.
 * Validate launch readiness for new products against the COS/Engineering intake gate (uptime SLO, alerting, status page, escalation tree, training, dedicated Slack channel).
 * Participate in postmortems and represent the customer-impact narrative; help drive resiliency improvements upstream.
 * Build feedback loops with Product Marketing and Sales Specialists so dealer expectations align with what we can support.