Senior Support Engineer

CarGurus • Boston, MA

6d • 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, reads traces and logs, validates IMS partner integrations, and determines whether issues are defects, expected behavior, configuration problems, or partner-side failures.

The engineer serves as a technical escalation point across products, including SaaS products; coordinates incident decisions and escalations; supports Tier 1 and Tier 2 Dealer Support Operations; and helps build and maintain support processes, launch-readiness practices, and customer feedback loops. The role also contributes to postmortems and upstream resiliency improvements.

CarGurus describes a people-first culture focused on kindness, collaboration, innovation, and employee career growth. The company offers a flexible hybrid model, time-off policies, and a comprehensive Total Rewards Package. The displayed annual pay range is $92,000–$115,000 USD. The role may qualify for discretionary bonuses or incentives and Restricted Stock Units. CarGurus also describes equity for all employees, career development and corporate giving programs, employee resource groups and communities, daily free lunch, a new car discount, meditation and fitness apps, and commuting cost coverage.

Requirements

• At least 4 years in a technical support, support engineering, solutions engineering, or customer engineering role at a B2B company.
• Ability to read logs and distributed traces using Observe, Honeycomb, Datadog, Splunk, or equivalent tools; validate API payloads; and reproduce defects in production software.
• Comfort working with SQL, XML, JSON, and REST API responses.
• Basic scripting ability in Python, Bash, or a similar language for investigating issues.
• Strong written and verbal communication skills and ability to translate between dealers, account teams, Product, and Engineering.
• Calm judgment in incident situations 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.

Nice To Haves

• Familiarity with FireHydrant, PagerDuty, or similar incident management tooling.
• Exposure to automotive retail, dealer software, or marketplace platforms.
• Experience establishing support processes for new product launches.
• Familiarity with Salesforce Service Cloud.

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.
• Distinguish defects from expected behavior, configuration issues, and partner-side failures.
• 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, when they start and as they continue to grow.
• Career development and corporate giving programs.
• Employee resource groups and communities.
• Flexible hybrid model and time-off policies.
• Daily free lunch.
• New car discount.
• Meditation and fitness apps.
• Commuting cost coverage.
• Potential discretionary bonuses or incentives and Restricted Stock Units (RSUs).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed