Senior Support Engineer

Job Description:

• Own the most complex escalations end to end, including data mapping defects, recommendation and forecast anomalies, and integration or data-feed failures
• Identify and lead large initiatives against department-level OKRs
• Define and report impact metrics, including baselines and measured outcomes
• Build tooling with SQL, Python, Databricks, Looker, Stylo, Claude, Cowork, and lightweight automations
• Drive cross-functional change with Solutions Engineering, Data Engineering, Product Engineering, and Operations
• Mentor Tier 1 and Tier 2 engineers, lead training, and write playbooks and source-of-truth documentation
• Present in Tech Demos, post data-driven updates, join account reviews, and represent Support in cross-functional forums
• Master partner-specific behavior across retailers and banners and serve as an escalation point for Product, Engineering, or customers

Requirements:

• 5+ years in technical support engineering, solutions engineering, data engineering, or a comparable role where you personally owned root-cause analysis on production data
• Advanced SQL
• Demonstrated ability to own complex cross-functional initiatives end to end
• Ability to define success numerically and speak to results rather than activity
• Proficiency building with AI tools such as Claude or other agentic platforms
• Scripting ability in Python or similar
• Clear, calm written communication
• Comfort with ambiguity and a bias toward shipping an imperfect, iterative solution
• Self-direction
• Full-time U.S. employees are eligible for the listed benefits

Benefits:

• Comprehensive medical, dental, and vision coverage for you and your family, with the majority of premiums covered by Afresh
• Dedicated mental health support and counseling services
• Meaningful equity (U.S. employees)
• 401(k) program with a generous company match
• Home office stipend
• "Coworking Wallets" for flexible workspace access
• Annual professional development budget
• Monthly "Betterment" wellness/lifestyle stipend
• Monthly telecommunications stipend
• Flexible paid time off