Technical Support Engineer

Please note: this position requires working US hours.
 

Product & Company

Improvado is a modern data stack SaaS company headquartered in San Francisco, with offices across the globe. We built a no-code revenue data platform centralizing data from hundreds of marketing & sales sources.

Improvado extracts marketing data across 200+ data sources: Facebook, TikTok, Google Analytics, etc. We are excited to be partnering with companies like ASUS, Illy, Activision, Adroll, Docker, Hims, OMD, the University of San Francisco, and many others

Culture

At Improvado, we are extremely curious, open, and hard-working. We take great pride in our diverse culture and remote-first approach. We value diversified experiences of opinion and we know that this makes us stronger. We are looking for great people who want to grow and develop fast, personally, and professionally.

What you will do

Help our users (marketers) to fix data discrepancies. For example, investigate why there are fewer Reddit conversions in extracted data than we can see through the Reddit ads platform UI. You might need to check all pipelines from the data source API test via Postman to the final SQL transformation review to solve the issue.

Responsibilities

• Customer communication via Helpdesk (Jira) or video calls (Google Meet);
• Customer problems identifying/researching and escalating to the right team
• Solving different technical data-related issues using SQL, CLI, Postman, Kibana, etc.
• Covering regular cases with documentation.
• Working cross-functionally with The Customer Success, Product, Analytics, and Engineering Teams
• Being an expert on Improvado products behind our customers

Requirements

• 3+ of working experience as a Technical Support Engineer, or a similar role
• Experience with SQL: deep understanding of select queries, filtering, and aggregate queries.
• Linux terminal basic understanding
• Advanced or Fluent English
• You are a customer-oriented person ready to support them in various cases.

Nice to have

• Basic digital marketing knowledge (analytics tools, metrics, etc.)
• Experience with API (like Facebook, Instagram, Twitter, Reddit) and Postman
• Familiarity with ELK Stack
• SQL window functions, update, insert, delete, experience in Postgres or Clickhouse
• Cloud provider experience (GCP, AWS, Azure)
• Kubernetes experience

In The First Week, Expect To

• Onboard and integrate into Improvado;
• Get familiar with our product portfolio and team structure;
• Become acquainted with your team and stakeholders from other departments;
• Gain a basic understanding of how the team works.

In The First Month, Expect To

• Undergo training, including learning about procedures and tools currently used within the team;
• Start performing typical tickets with a little support

In The First Three Months, Expect To

• Garner the trust of your peers and the individuals who you will work most closely with;
• Deal with excellence for 80% of problem' types;
• Adhere to and improve the quality of communication with TCS team stakeholders.

Why Improvado?

• Remote OK
• Strong product/market fit: marketing data product for US-based enterprises
• Competitive compensation package (base salary + bonuses)
• Ideal time & stage to benefit from companies growth - just got Series A :)
• Extremely fun & open startup environment
• Opportunity to get the company's stock options in the future