Senior Technical Support Engineer

Senior Technical Support EngineerMirakl is powering the platform economy by helping businesses around the globe adopt the marketplace model. To support the rapid growth of our international client base, we are seeking a Senior Technical Support Engineer who is ready to take on a pivotal role at the crossroads of technology and customer success.This role is a hybrid role in our Boston, MA office – 4 days in office, 1 day remote.The Mirakl Support team is a global powerhouse of 10 talented professionals based in the US (Boston) and in France (Paris, and Bordeaux). Together, we provide world-class technical support to Mirakl's diverse portfolio of clients and partners.Armed with cutting-edge tools, including APIs, Webhooks, SMTP configurations, and database access, our team ensures the seamless operation of the Mirakl platform.We collaborate daily with developers, product managers, and customer success teams to not only resolve complex issues but also to shape the future of our product.This is your opportunity to join a team that thrives on innovation, technical excellence, and a shared commitment to exceeding client expectations.As a Senior Technical Support Engineer, you will be both a technical authority and a trusted advisor for Mirakl's international clients. Your role will include:Mastering Our Platform: Be the go-to expert for Mirakl's platform, inspiring confidence across teams and clients.Owning Client Relationships: Act as the first point of contact for all platform-related inquiries, building trust through your technical expertise and outstanding communication skills.Driving Continuous Improvement: Contribute to the evolution of our processes and our AI-based toolsSolving Complex Problems: Use advanced tools (logs, APIs, SQL queries) to analyze and resolve the most challenging technical issues.Proactive Monitoring: Identify potential issues through real-time dashboards and continuously improve our monitoring and alerting systems.Streamlining Collaboration: Work closely with developers to hand off technical cases, ensuring all necessary details are captured for swift resolution.Connecting Teams: Partner with product managers, SRE teams, and customer success teams to deliver a seamless and impactful customer experience.This role is based in Boston and serves a global, diverse clientele.You'll work with an advanced ecosystem of tools, including:Zendesk, Jira, PostmanPostgreSQL, Datadog, SendGrid, MailgunCloudflare, GitHubWe're searching for a technical expert with a passion for solving complex problems and delivering exceptional customer experiences. Here's what it takes to excel in this role:5+ years of technical support experience in a SaaS or similar technical environment.Technical Depth: Strong proficiency with SQL, APIs, SMTP, and SaaS solutions.Analytical Excellence: The ability to diagnose and resolve intricate technical challenges with rigour and efficiency.Autonomy and Agility: Thrive in a fast-paced environment, adapt quickly to changing priorities, and take ownership of your work.Problem-Solving Mindset: A commitment to continuous improvement and a proactive approach to identifying and addressing potential issues.Team Player: Collaborate effortlessly with global teams while sharing knowledge and best practices.Stress Management: Skilled in prioritization and multitasking to handle critical issues with composure.At Mirakl, we're shaping the future of e-commerce and revolutionizing how businesses operate. As a Senior Technical Support Engineer, you'll be at the heart of this transformation, leveraging your expertise to drive innovation and create meaningful impact for our clients.We offer an environment where technical talent is celebrated, and your contributions will directly influence our success. If you're looking for a role that combines cutting-edge technology, global impact, and continuous growth, Mirakl is the place for you.OTE Pay Range $90,000 — $114,000 USD