Senior Support Engineer

CarGurus•Boston, MA

7d•$92,000 - $115,000•Hybrid

About The Position

The Senior Support Engineer is the technical specialist within Customer Operations & Support who bridges dealer-reported problems and actionable Engineering tickets. The role reproduces defects, reviews traces and logs, validates IMS partner integrations, and determines whether an issue is a product defect, expected behavior, a configuration problem, or a partner-side failure. The position serves as a technical escalation point across products, including SaaS products, and works closely with Dealer Support Operations, Product Acceleration, Engineering, Product Marketing, and Sales Specialists. It also contributes to support processes, product launch readiness, incident response, postmortems, and resiliency improvements. CarGurus describes its work environment as using a flexible hybrid model. The company offers a comprehensive Total Rewards Package, and the role may qualify for discretionary bonuses or incentives and Restricted Stock Units (RSUs).

Requirements

At least 4 years in a technical support, support engineering, solutions engineering, or customer engineering role at a B2B company.
Demonstrated ability to read logs and distributed traces, validate API payloads, and reproduce defects in production software.
Comfort working with SQL, XML, JSON, and REST API responses.
Basic scripting skills in Python, Bash, or a similar language for investigating issues.
Strong written and verbal communication skills, including the ability to translate between dealers, account teams, Product, and Engineering.
Calm judgment during incidents and ability to make defensible decisions about whether an issue is an outage.
Experience supporting products with third-party data integrations, such as CRM, DMS, inventory feeds, or ML/pricing services.
Familiarity with FireHydrant, PagerDuty, or similar incident management tools.
Familiarity with Salesforce Service Cloud.

Nice To Haves

Exposure to automotive retail, dealer software, or marketplace platforms.
Experience establishing support processes for new product launches, rather than only operating mature processes.
Experience with Observe, Honeycomb, Datadog, Splunk, or equivalent tools.

Responsibilities

Serve as the technical escalation point for all products, including SaaS products.
Reproduce dealer-reported issues in-product; read distributed traces in Observe and Honeycomb; and correlate logs across Site, Dealer Data Service, Pricing services, ML recommendation services, and IMS partner APIs.
Determine whether reported issues are defects, expected behavior, configuration issues, or partner-side failures, including issues involving DealerCenter, DealerSync, vAuto, Dealer Specialties, Vincue, and MotorcarMarketing.
Submit reproducible tickets to Product Acceleration (PAES) and Engineering, including steps, evidence, and impact framing.
Own the FireHydrant trigger decision for products during business hours and coordinate with on-call engineers during incidents.
Partner with Tier 1 and Tier 2 Dealer Support Operations on escalations and help upskill the team.
Contribute to and maintain the Product Support Playbook, including its SLA framework, severity definitions, escalation paths, status page integration, and named case routing in Salesforce.
Validate launch readiness for new products against the COS/Engineering intake gate, including uptime SLO, alerting, status page, escalation tree, training, and a dedicated Slack channel.
Participate in postmortems, represent the customer-impact narrative, and help drive upstream resiliency improvements.
Build feedback loops with Product Marketing and Sales Specialists so dealer expectations align with support capabilities.

Benefits

Equity for all employees, both when they start and as they continue to grow with the company.
Career development programs.
Corporate giving programs.
Employee resource groups (ERGs) and communities.
Flexible hybrid model.
Robust time off policies.
Daily free lunch.
New car discount.
Meditation and fitness apps.
Commuting cost coverage.
The role may qualify for discretionary bonuses or incentives and Restricted Stock Units (RSUs).