Senior Technical Support Engineer

Kevel transforms the retail media space with AI‑driven ad tech infrastructure APIs that power the Retail Media Cloud™. The platform allows multi‑brand retailers to build dynamic, customizable ad platforms while maintaining control of their first‑party data. Job Overview The Support team monitors the ticket queue, responds to customer and internal inquiries, investigates and troubleshoots questions or issues, updates documentation, and helps customers understand their Kevel configuration. This role primarily handles queries related to Ad Decisioning, Pacing, Targeting and Reporting , Kevel products and services, current configuration, and user management. Location Remote – United States. Applicants must be legally eligible to work within the United States. Pay Transparency Kevel uses external market data to determine compensation based on working location and experience level. We take a no negotiation approach. Pay range: $100,000 – $150,000 USD , determined by location and experience. Pay Range by Location Highest Cost of Living: New York, NY (+NJ); Washington, DC (+MD); Seattle, WA; Chicago, IL; Portland, OR; Miami, FL All other locations What You’ll Accomplish Provide technical support for all Kevel products and customers via email, Slack, and Zoom. Investigate and resolve technical issues, primarily related to ad decisioning, pacing, targeting, and reporting, as well as product information, configuration settings, and user management. Monitor and manage the support ticket queue. Escalate investigations, incidents, and bugs to Kevel’s Engineering team. Help improve service and product quality by surfacing customer feedback to appropriate internal teams. Contribute to writing, editing, and proofreading materials for the company's products, including documentation, manuals, and instructional materials. Develop tooling to improve support investigations and resolutions. Perform other duties and responsibilities as required or requested. Skills You’ll Bring At least 4 years of experience in a technical support environment. Strong experience with AWS/S3/Athena, Datadog, GitHub, HubSpot, Postman, Readme, and Retool or similar software. Software development experience a plus, but not required. Significant experience with Excel or Google Sheets for data analysis. Knowledge of databases (SQL, MySQL, PostgreSQL) and ability to query, troubleshoot, and resolve customer issues using SQL. Experience working alongside or with enterprise‑level companies. Previous knowledge in ad‑tech, retail media, or commerce media is a plus. Work Hours: The ideal candidate will be available to work primarily West Coast US hours. Benefits Fully Remote Team: 100% remote work environment; you may work from home, a WeWork office, or another co‑working space. Flexible Working Hours: Employees communicate with managers and work when they work best. Comprehensive Health Benefits: 100% employer‑paid medical benefits for employees and their children, plus comprehensive coverage for other dependents. Savings Opportunity for the Future: Retirement savings plans with employer contributions. Rest and Relaxation: Unlimited personal time off and paid holidays, plus a holiday break from 12/24 to 1/1 each year. Kevelfest: An annual corporate retreat for the entire team. Home Office Stipend: New Windows or Mac machine plus a $500 home office allowance. Parental Leave Support: Salary continuation and benefits for parents. Free Press Benefits: $300 annual allowance to subscribe to a news source. Team Excellence: Award‑winning team with multiple industry awards. EEO Statement ALL APPLICANTS ARE WELCOME, EXACTLY AS YOU ARE. Kevel is an equal opportunity employer. We consider all candidates without regard to race, color, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, disability, veteran status, or any other characteristic protected by law. #J-18808-Ljbffr