Senior Support Engineer, Northbeam
$100-140k
More information about location
Marketing intelligence platform
Be an early applicant
Marketing intelligence platform
21-100 employees
Be an early applicant
$100-140k
More information about location
21-100 employees
Company mission
The new standard for eCommerce intelligence.
Role
Who you are
- The ideal person loves to figure out why something is not working and can clearly articulate the best way to resolve – sometimes creatively
- We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more. Ideally, this person will be in the EST time zone or able to work during those hours
- Bachelor's Degree or similar experience preferred, but not required
- 2+ years of software engineering or support engineering experience
- You should be proficient with:
- Writing and editing SQL queries
- JavaScript and HTML (basics)
- Web based APIs
- 2+ years of experience working directly with customers in a technical or support capacity
- Strong ability to translate technical concepts into clear, easy-to-follow documentation, emails, and instructions
- Excellent written and verbal communication skills
- Administrator tooling:
- Retool, ActiveAdmin, Django Admin, or other similar tools
- Python (nice to have)
- Proficient in data analytics tools (nice to have)
- Working knowledge of APIs, Datadog, Airflow, Postgres, and BigQuery
What the job involves
- The Senior Support Engineer role is a key member of the post-sales team working closely with engineering, sales, customer success, and directly with customers
- This person is a technical expert able to assess and resolve setup issues, bugs, or any other technical challenges customers may face (e.g. scripting challenges, data exports). This role is a crucial part of the customer satisfaction function on the team
- We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more. Ideally, this person will be in the EST time zone or able to work during those hours
- Act as the first line of support for technical issues raised via support tickets, Slack channels, or through Customer Success Managers, communicating clearly and effectively with both technical and non-technical stakeholders throughout the resolution process
- Work directly with customers to integrate Northbeam into their ecommerce and analytics infrastructure, or to assess and resolve issues when troubleshooting is required
- Diagnose and resolve technical issues by analyzing customer implementations, including scripts such as Pixels and Orders APIs
- Own data quality issues end-to-end, partnering with internal teams to address proactively flagged issues and working with customers to resolve them
- Escalate complex or product-level issues to Engineering when appropriate, providing clear context and reproduction details
- Continuously improve external-facing documentation to enable smoother onboarding and more self-serve customer workflows
- Role Characteristics:
- Approximately 70–80% of the role is backend-focused, involving debugging data pipelines and investigating logs
- The role usually works closely with the data and engineering teams, rather than the product teams
- Success in this role requires strong analytical thinking, attention to detail, and comfort working through ambiguous technical problems
Application process
- The interview process varies by role but typically begins with a 30-minute interview with a Northbeam recruiter, followed by a video interview with the hiring manager
- Next, candidates complete a role-specific video interview followed by video or onsite interviews with several team members
- The final step is a video interview with our CEO/Co-founder
- The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time
- We accept applications on an ongoing basis
Our take
Traditionally in-person stores used a plethora of consultants, accountants and agencies to seek improvements that would boost their bottom line. Now, in the age of internet-enabled commerce, data richness and a totally new customer acquisition landscape has made those services irrelevant.
Instead, startups like Northbeam have emerged to fulfil those roles for the modern age. In particular, Northbeam provides services for eCommerce intelligence. That means applying machine learning and first-party data to drive more efficient and scalable marketing strategies.
Its recent integration with MNTN highlights how that role is evolving even further, bringing channels like connected TV into a single, trusted measurement framework. By replacing fragmented reporting and intuition with clear, data-backed insights, Northbeam is positioning itself as essential infrastructure for modern eCommerce decision-making.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2022
$15m
SERIES A
Total funding: $15m
Company HQ
SoMa, San Francisco, CA
Leadership
Austin Harrison
(CEO)Previously helped build the first audience panel for NetRatings which went public in 1999 and Nielsen acquired the last 40% in 2007 for $327M.
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