Technical Support Engineer, Instacart

• Bachelor’s Degree/Technical Diploma in a technical field or 4+ years of related practical experience
• In-depth knowledge of relational databases (e.g., PostgreSQL, Microsoft SQL Server)
• Experience with telemetry and logging tools (e.g., DataDog, Dynatrace, New Relic, Sentry)
• Proficient with incident & ticket management tools, including Jira, Zendesk, and Intercom, and familiarity with automated workflows
• Experience with managing multiple testing environments (UAT, prod, etc.)
• Broad understanding of REST APIs and web technologies
• Proficiency in reading and understanding code in languages such as Ruby or Python
• Mandatory experience using Git and GitHub

Desirable

• As a key contributor within Instacart’s Enterprise Support organization, the Technical Support Engineer will play an essential role in troubleshooting and resolving technical queries and platform issues for our Enterprise Partners
• Your expertise will enhance our support for a diverse array of products, from Whitelabel services to APIs and IoT solutions
• Collaborating closely with Engineering and cross-functional teams, you’ll ensure seamless and effective subject matter expertise, driving continuous improvement and success for our most strategic accounts
• If you are customer-centric, self-motivated, and eager to thrive in a dynamic e-commerce environment, this is an exceptional opportunity for you
• Utilize statistical techniques to interpret and analyze data, providing actionable insights through ongoing reports
• Detect and assess trends or patterns within data sets to guide strategic decisions
• Efficiently manage stakeholder requests via the JIRA Service Desk, ensuring issues are resolved promptly
• Tackle complex challenges by leveraging extensive research and communication to comply with SLA standards
• Work with Product and Development teams to drive innovation by building new features and addressing bugs

• Wellness Tailored to You: Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.
• Family Building Benefits: No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active Parents@ community.
• Work From Home Stipend: We help outfit your WFH setup and offer reimbursements so you can be your most productive while at home.
• Flexible Time Off: We all recharge differently. Take the time you need with our flexible time off policy and company-wide Self-Checkouts where we encourage everyone to sign off.
• Learning & Development: Whether you're just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.
• Future Planning: We have you covered as you plan for your future. 401(k) matching in the US and RRSP in Canada, student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.
• Four Year Fill-Up: We encourage our tenured employees to take longer breaks and truly unplug by doing something they love – typically four consecutive weeks around the four year mark.
• Community Connection: Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.
• Instacart Express Membership: We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.

Total funding: $2.9bn

Instacart is an online grocery marketplace that operates a pick-up and delivery system in the US and Canada. Unlike standard grocery shopping, Instacart sends a “personal shopper” to your local store to buy your products, who then delivers them straight to your door on the same day via their own car. The company also supplies the Instacart Platform, with services for stores encompassing eCommerce, fulfilment, in-store, ads, and insights.