Technical Support Engineer, Instacart

CA$95-105k

Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants

SQL

Python

Ruby

Sentry

Zendesk

Intercom

JIRA

Git

Datadog

Mid and Senior level

Remote from Canada

More information about location

Online grocery marketplace & grocery tech platform

Open for applications

Online grocery marketplace & grocery tech platform

1001+ employees

B2CB2BArtificial IntelligenceEnterpriseMarketplaceFoodAnalyticsComputer VisionSaaSMobileAdvertisingDelivery

Open for applications

CA$95-105k

Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants

SQL

Python

Ruby

Sentry

Zendesk

Intercom

JIRA

Git

Datadog

Mid and Senior level

Remote from Canada

More information about location

1001+ employees

B2CB2BArtificial IntelligenceEnterpriseMarketplaceFoodAnalyticsComputer VisionSaaSMobileAdvertisingDelivery

Company mission

To create a world where everyone has access to the food they love and have more time to enjoy it together.

Job

Company

Role

Who you are

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

Ability to communicate complex technical topics clearly to audiences of varying technical expertise
Proven experience in creating and maintaining customer-specific playbooks and SOPs
Strong strategic planning skills, enabling simultaneous management of multiple projects

What the job involves

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

Our take

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.

The increased modernization of society has meant more than ever that consumers are looking to buy their groceries online, making space for apps like Instacart to become daily life staples for years to come. Although the company must compete with other grocery store delivery services, such as Walmart’s own, it has expanded to cover large percentages of US and Canadian households, and is now aligned with over 900 retail banners across more than 75,000 locations.

Instacart's software offerings signify the company's focus on tech, designed to move it away from its dependence on the gig economy. To this end, the company has acquired FoodStorm, an order management system that powers end-to-end order-ahead and catering, integrating its technology into its enterprise suite. Despite an IPO in September 2023, market downturns have necessitated a 7% workforce cut in 2024, focused on middle management and creating a flatter organisational structure. With a new streamlined workforce, here's to hoping Instacart can maintain its momentum.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

7% employee growth in 12 months

Glassdoor (3.6)

Company

Funding (last 2 of 14 rounds)

Nov 2021

$232m

LATE VC

Mar 2021

$265m

LATE VC

Total funding: $2.9bn

Company benefits

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.

Company HQ

The East Cut, San Francisco, CA

Leadership

Apoorva Mehta

(Co-Founder & Chairman)

Studied Electrical Engineering at University of Waterloo. Worked in Fulfillment Optimisation SDE at Amazon.com before going on to co-found Instacart.

Brandon Leonardo

(Co-Founder)

Interned at Cisco Systems as an IT Engineer. Later became a Senior Web Developer at Webs and then a Venture Hacker at Angel List.

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