Technical Support Engineer

About Botify:

Botify's leading agentic AI search technology and seasoned experts ensure every brand has the power to be found, both in traditional and AI search. With one powerful platform, brands achieve visibility, relevance, and greater control across Google, Bing, ChatGPT, Perplexity, and more.

Botify's technology powers agentic workflows, AI-driven recommendations, and automated cross-platform indexation and deployment. Brands maximize visibility wherever consumers, bots, and AI agents search, protecting and capturing revenue across all search platforms.

Trusted by 500+ leading brands including Macy's, Levi's, Farfetch, the New York Times, and Marks & Spencer, Botify drives digital discovery, sustained profitability, productivity, and brand authority in an AI-first world.

Industry research shows that women and those in traditionally underrepresented groups generally don't apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don't check 100% of the boxes - that's okay - we encourage you to apply anyway and highlight what you can bring to the table!

About Engineering at Botify:

At Botify, our Engineering team builds and scales the technologies that help the world's largest websites improve their visibility in Search Engines or AI search results. We tackle complex challenges-like crawling, rendering, and indexing websites with millions of pages-while analyzing and combining diverse datasets. Our goal is to make it easier for users to implement effective SEO strategies through powerful, reliable, and easy-to-use tools.

Our platform analyses and delivers data at a rare scale. Every day, we process over 600,000 tasks, consuming more than 500 instances, and maintain a database with over 17 billion lines. We render 150 million web pages daily and serve 100 million pages to search engine bots, powered by a hybrid architecture combining cloud and bare-metal systems to balance performance with cost efficiency.
We are actively developing agentic tools to streamline Botify usage and equip every user with advanced technical skills, enabling them to navigate technical tasks with ease. Our platform integrates multiple datasets from technical SEO, search engine crawls, user visits, and search engine rankings, providing automated recommendations, alerts, and optimizations such as pre-rendering, content enhancement and linking improvements.

In the Engineering Department, we foster a culture that empowers engineers with the freedom to innovate. This autonomy is balanced with a strong sense of responsibility and a commitment to excellence. Our team thrives on collaboration and cross-functional cooperation, promoting a consultative approach over traditional top-down management. This environment encourages open communication and collective problem-solving, driving our success and continuous improvement.
If you're looking for a place where your work has strong impact, and where your voice matters, we'd love to discuss with you.
Role Overview

The Technical Support Engineer position is key to customer happiness at Botify. You'll be the main point of contact for technical requests from customers as well as Botify's internal teams such as Sales, Account Management, Program Management, and Professional Services.You'll tackle requests from intake to resolution, providing clear and timely updates along the way.

Your ultimate goal is to answer these requests precisely, so that back-and-forth communication is minimized and customer satisfaction is expedited. Beyond handling daily tickets, you'll also contribute to internal projects that improve our processes and tooling.
Your responsibilities:

• Help the Client Experience (CX) team and the customer with technical issues related to all Botify products (Botify Analytics - LogAnalyzer and RealKeywords, SiteCrawler, Botify Intelligence, Botify Activation - SpeedWorkers and PageWorkers, and our newer products related to Generative Engine Optimization: AI Visibility and Agentic Catalog).
• Investigate data discrepancies reported by customers.
• Setup technical onboarding (involving scripting).
• Investigate technical feedback and issues from customers then fix them or escalate them to Engineering, keeping customers informed of the resolution.
• Proactively monitor customer workflows within the application.
• Ensure reports are generated as expected and fixed in the case of data-related incidents or customer-specific issues.
• Articulate internal projects with strong impact and collaborate with Engineering teams.
• Act as Incident Commander in the context of large incidents.

Your qualifications:

• 2+ year of Technical Support experience within a SaaS environment
• You are a customer happiness-driven person, who is excited to work and solve technical challenges in an ambitious environment.
• You have a technical background (Linux, Python, web, JS, SQL); you enjoy being immersed in a technical environment (AWS, GCP, BQ, Django...); but you're not a full-day developer.
• You are a fast-learner, problem solver, curious, and autonomous.
• You have a proven track record of ticket run and methodology.
• Our Botify values resonate with you and you are aligned with them.
• Knowledge of GitHub, Jira, and AI agents is a plus.

Salary:

$95,000 - $115,000 base salary
What we offer:

To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we'd like to highlight:

• Unlimited Time Off
• 11 company holidays
• 16 weeks of parental leave
• Summer Fridays
• ClassPass Subscription
• Team building events and initiatives
• Flexible work policy
• Commuter benefits
• 401k
• Health and Wellness perks

In addition to the skills and experience we are looking for, our ideal candidate would embody our core values:
Empower Customers. Unleash Potential.
Learn Fast. Progress Faster.
Go the Extra Mile. It's Never Crowded.
Work Hard. Stay Humble.
Be Bold. Be You.

We are proud to be an equal-opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

This position is not eligible for employment visa sponsorship.

Location: US East Coast (NY is a plus)

Remote status: Hybrid NYC or Remote East Coast

Travel: This role will require travel to our Paris office for a one week onboarding session, and can be expected to visit on an annual basis thereafter

Department Engineering Role Engineering Locations New York Remote status Hybrid Employment type Full-time