Tier 2 Technical Support Engineer

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. 

Our unique data and solutions empower over 5,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange and continue reaching new heights! Come work alongside Similarwebbers who are bright, curious, practical, and good people.

We’re looking for a Tier 2 Technical Support Engineer to become a product expert, assist our customers with complex technical inquiries, and strengthen our relationships through high-level problem-solving. This role reports to the Global Director of Product Support.

Why is this role important at Similarweb?

The Technical Support Engineer acts as the critical escalation point for our Enterprise, SMB and No-Touch customers, as well as our Go-To-Market (CS and AM) teams. You are the bridge between customer-facing issues and our technical core, ensuring that complex data and technical challenges are resolved with precision.

So, what will you be doing all day?

As a key member of the Product Support team, you will dive deep into the mechanics and data behind our SaaS platform. Your daily responsibilities include:

• Advanced Problem Solving: Own high-level escalations by partnering with Product, R&D, and Data teams to diagnose bugs and drive engineering priorities. 🧩
• Data Forensics & Analysis: Investigate discrepancies by querying and cross-referencing diverse data sources. You don't just find the "what"—you build the narrative around the root cause. 🔍
• API & Integration Mastery: Act as the technical lead for REST and Batch API troubleshooting, utilizing tools like Postman to resolve complex integration hurdles. 🛠
• Subject Matter Expertise: Serve as the definitive consultant on Similarweb’s data methodology for both Enterprise customers and internal GTM teams. 🎓
• Knowledge & Advocacy: Document reproducible bugs to empower the entire support organization. 📢
• Influence: Act as the "Voice of the Customer," suggesting new features to enhance the user experience.

What you bring to the table?

• Experience: 1+ year in a customer-facing role (Support, Technical CS, or Onboarding) within the SaaS or Digital Marketing space.
• Communication: Native-level English with the ability to translate "tech-speak" into clear, actionable insights for customers. 🗣️
• Data Fluency: Advanced Excel skills and basic SQL knowledge. You are naturally curious and love "following the thread" to solve data mysteries. 📊
• API Literacy: A conceptual understanding of RESTful APIs and Postman. You can comfortably inspect and test calls (no coding required). 🛠️
• The "Detective" Spirit: You thrive on the hunt for a root cause and enjoy owning an investigation from the initial spark to the final solution. 🕵️‍♂️
• Autonomy: A critical thinker who is comfortable working independently and navigating ambiguity when the answer isn't obvious. 🧠

It’s a plus if you are someone who:

• Has experienced in JIRA, Zendesk or other support ticketing systems
• Has experience working in a DaaS company

Why you’ll love being a Similarwebber:

• Exciting product: Our team loves working with our platform just as much as our customers do! Imagine working with the world’s most powerful digital intelligence tool every day.
• Room for big ideas: We value open dialogue and encourage all team members to bring their ideas forward. You’ll have the resources to take initiative and create real change.
• Amazing office: Our modern office 🏢 is stocked with snacks, drinks, fruits 🍎🍌, and plenty of space to socialize with colleagues such as team events, happy hours 🍻, weekly lunches, and more throughout the year! 🎉
• Work-life balance: 5 weeks of vacation 🌴, an extra day off during your birthday month 🎂, 3 sick days 🤒, meal vouchers and a multisport card to stay active! 💪
• Tech gear: Work with the latest tech, including a MacBook Pro M3! 💻
• Stock options: As part of our team, you can become a shareholder in Similarweb and share in our success. 💸
• Career growth in any direction you choose: Whether you want to advance in support or move into a different department, you’ll find plenty of opportunities to develop your career with us.
• A truly inclusive workplace: We’re committed to creating an environment where everyone can bring their full, authentic selves to work. Diversity and inclusivity are core to who we are and how we serve our global customer base.