Technical Support Engineer

As a Technical Support Engineer on our EMEA team, you’ll be part of the support-founding team, a reliable technical resource for enterprise customers, helping them troubleshoot issues, understand Constructor behavior, and move forward with confidence. You’ll own and drive customer-facing technical support conversations across tickets, Slack, and calls, especially for issues involving Constructor APIs, SDKs, data integrations, event instrumentation, tagging, and implementation behavior. You'll act as a supportive partner, bridging the gap between technical issues and successful resolutions, ensuring customers feel supported throughout each interaction.You’ll investigate technical hurdles, communicate clearly while work is in progress, coordinate with internal teams when escalation is needed, and make sure customers understand the resolution and next steps.

You can dive into a payload or a log review, drive technical implementation guides and communicate clear solutions in tickets with equal ease, but consistently earning trust within every interaction is what sets you apart. This role is ideal for someone who enjoys technical problem-solving, high-quality customer communication, and improving the systems that help a support team scale.

You will…

• Provide clear, timely, and technically sound support on complex inbound questions involving Constructor APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior.

• Own customer-facing technical support conversations across tickets, Slack, and calls, making sure customers understand what we know, what we are investigating, and what happens next.

• Earn trust across technical and business stakeholders by communicating clearly, setting expectations, and distilling complex technical issues into simple, actionable next steps.

• Troubleshoot issues by reviewing payloads, logs, API behavior, configuration, and implementation details, then guiding customers toward a resolution.

• Review and improve self-service bot answers, flag automation gaps, and help tune escalation criteria.

• Support in creating and maintaining knowledge base and documentation.

• Support EMEA customers with responsiveness, strong written communication, and ownership during regional business hours.

• Identify patterns in customer tickets, recurring questions, and support pain points, then share clear feedback with Product and Engineering to improve the customer experience.

• Collaborate with customer developers, data teams, Customer Success, Solutions, Product, and Engineering to troubleshoot issues, clarify implementation questions, and support successful resolutions.

• Proactively investigate and resolve blockers across data ingestion, tagging, event instrumentation, and API performance, especially when those blockers affect launch, customer confidence, or ongoing platform usage.

• Serve as a subject matter expert on Constructor’s technical architecture, helping customers understand expected behavior, integration options, and how to troubleshoot issues in their environment.

• Translate customer issues into clear internal context for Product and Engineering, including impact, reproduction steps, examples, urgency, and customer-facing implications.

• Create and improve reusable technical documentation, troubleshooting guides, macros, internal notes, and support workflows that help the team resolve issues more consistently and efficiently.

• Collaborate with Customer Success Managers, Sales, Solutions, Product, and Engineering so customers receive consistent guidance and internal teams have the context they need.

• Continuously improve support processes, playbooks, and escalation paths to reduce friction, improve response quality, and help customers get to value faster.

Requirements

• 4+ years of experience in a technical support, technical account management, solutions engineering, implementation, or customer-facing engineering role.

• Hands-on experience working with APIs, SDKs, logs, HTTP requests, event data, and technical implementation details.

• Exceptional written and verbal communication skills, especially in tickets, Slack, and customer calls, with the ability to explain technical complexity in simple, actionable language.

• Experience supporting enterprise customers, including situations with multiple stakeholders, competing priorities, and high urgency.

• Ability to manage customer expectations, communicate clearly under pressure, and drive issues forward across internal and external teams.

• Track record of building or improving support processes, documentation, troubleshooting guides, or tooling that improves team efficiency and customer outcomes.

• Proven ability to manage complex technical support cases from intake to resolution, balancing speed, accuracy, customer communication, and internal escalation when needed.

• Strong desire to learn quickly, adapt, and improve how we support customers in a fast-paced, high-growth environment.

• Familiarity with JavaScript-based web integrations, HTTP request flows, browser developer tools, and client-side / server-side contexts is a plus, but customer communication, not coding, is your superpower.

• Ability to support customers during EMEA business hours.

• Bonus: familiarity with A/B testing, ecommerce search or discovery, network request routing, and HTTP troubleshooting.

Benefits

🏝️ Unlimited vacation time. We strongly encourage all employees to take at least 3 weeks per year.

💰 A competitive compensation package including stock options.

🌎 Fully remote team. Choose where you live.

🛋️ Work from home stipend. We want you to have the resources you need to set up your home office

💻 Apple laptops provided for new employees

🧑‍🎓 Training and development budget for every employee, refreshed each year

👪 Maternity & Paternity leave for qualified employees

🧠 Work with smart people who will help you grow and make a meaningful impact