Technical Support Engineer

Technical Support Engineer

Remote - Vancouver, Canada

At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution.

We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team's health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward.

We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we're big enough to matter, small enough for you to make a real impact. If you're excited by the grit of building, rapid learning, and shaping the future of customer growth, you'll find your place here.

As a Technical Support Engineer, you will be the primary technical force behind our customer success, managing incoming requests on our ticketing platform and providing expert assistance to those who use Branch. You'll use your investigative mindset to deconstruct issues within our SDK, analytics, and attribution solutions, ensuring our clients (from developers to marketers) receive fast, accurate, and expert-level resolutions. This role is perfect for a proactive problem-solver who enjoys multi-tasking and thrives in a fast-paced, high-volume environment.

As a Technical Support Engineer you'll get to:

• Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers.
• Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the "why" behind technical roadblocks.
• Cross-Functional Collaboration: Work closely with Branch's Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions.
• Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods.
• Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow.
• Continuous Skill Development: Stay curious and proactive in learning new technologies and Branch product updates to maintain your status as a technical resource.

You'll be a good fit if you have:

• Experience: 2+ years in a technical, customer-facing role with a proven track record of providing amazing customer experiences.
• Communication Skills: Superior interpersonal skills with the ability to translate complex technical concepts into clear, actionable advice.
• Technical Toolkit: Proficiency with SQL and APIs, and hands-on experience using Chrome Developer Tools for web-based troubleshooting.
• Efficiency: The ability to multi-task and manage a high volume of tickets without sacrificing quality or attention to detail.
• Problem-Solving Mindset: A natural ability to learn new technology quickly and a passion for solving intricate product and technical questions.

Nice to Haves:

• Mobile Expertise: Experience working with, building, or troubleshooting mobile SDKs or native mobile app code.
• Web Development: Familiarity with JavaScript, HTML, and CSS.
• Industry Background: Prior experience in Mar-tech or working within a high-growth SaaS environment.

This role is 100% remote in Canada. This role does not qualify for relocation or visa sponsorship.

In accordance with applicable law, the following represents a reasonable estimated compensation range for this role: the estimated pay range for this role, if based in Canada is 60,000 CAD to 90,000 CAD. Please note that this information is provided for those hired in Canada only. Compensation for candidates outside of Canada will be based on the candidate's specific work location. Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. This role additionally includes a 10% annual bonus tied to company goals.

The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Branch, we are committed to the well-being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to your position, please consult with your recruiter.

Branch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

If you think you'd be a good fit for this role, we'd love for you to apply! At Branch, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

A little bit about us:

Branch is the leading provider of engagement and performance mobile SaaS solutions for growth-focused teams, trusted to maximize the value of their evolving digital strategies. The Branch platform provides a seamless experience across paid and organic, on all channels and platforms, online and offline, to eliminate friction and drive valuable action at the moments of highest intent. With Branch, businesses gain accurate mobile measurement and insights into user interactions, enabling them to drive conversions, engagement, and more intelligent marketing spend.

Branch is an award-winning employer headquartered in Mountain View, CA. World-class brands like Instacart, Western Union, NBCUniversal, Zocdoc and Sephora acquire users, retain customers and drive more conversions with Branch.

Candidate Privacy Information: For more information on the data that Branch will collect through your application, and how we use, share, delete, and retain that information as part of our recruitment and employment efforts, please see our HR Privacy Policy.