Senior Technical Support Engineer

Mirakl - AMER•Boston, MA

7h•$90,000 - $114,000•Hybrid

About The Position

Mirakl 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.

Requirements

5+ years of technical support experience in a SaaS or similar technical environment.
Strong proficiency with SQL, APIs, SMTP, and SaaS solutions.
The ability to diagnose and resolve intricate technical challenges with rigour and efficiency.
Thrive in a fast-paced environment, adapt quickly to changing priorities, and take ownership of your work.
A commitment to continuous improvement and a proactive approach to identifying and addressing potential issues.
Collaborate effortlessly with global teams while sharing knowledge and best practices.
Skilled in prioritization and multitasking to handle critical issues with composure.

Responsibilities

Be the go-to expert for Mirakl’s platform, inspiring confidence across teams and clients.
Act as the first point of contact for all platform-related inquiries, building trust through your technical expertise and outstanding communication skills.
Contribute to the evolution of our processes and our AI-based tools
Use advanced tools (logs, APIs, SQL queries) to analyze and resolve the most challenging technical issues.
Identify potential issues through real-time dashboards and continuously improve our monitoring and alerting systems.
Work closely with developers to hand off technical cases, ensuring all necessary details are captured for swift resolution.
Partner with product managers, SRE teams, and customer success teams to deliver a seamless and impactful customer experience.