Technical Support Engineer (East Coast)

Ketch • Boston, MA

22h • Remote

About The Position

We are hiring an East Coast-based Technical Support Engineer to provide high-quality technical support to Ketch customers and partner closely with our Professional Services team on technical conversations, solutions, and troubleshooting during implementations. This role balances reactive support work with proactive engagement -- joining the services team in technical conversations and working directly with customers on technical solutions and troubleshooting.
This is a hands-on technical role. You will work directly with customer engineering teams, developers, and IT stakeholders to resolve complex technical issues across Ketch's platform. You will also support our PS team during customer implementations as the technical expert in the room.
This role reports to the Head of Customer Experience and partners closely with our US support, services, and engineering teams.

Requirements

• 4+ years in a technical support, solutions, or implementation role at a B2B SaaS company (pure software -- not hardware, networking, or systems integration)
• Strong working knowledge of JavaScript, HTML, CSS, and APIs
• Comfortable using Postman or similar tools to troubleshoot API behavior
• Experience administering or supporting SaaS platforms like Zendesk, Salesforce, or comparable
• Genuine technical curiosity -- self-directed learner who digs into product, reads docs, and builds working knowledge of complex systems
• Based on the US East Coast with the right to work in the US
• Comfortable working independently in a startup environment with limited playbooks

Nice To Haves

• Exposure to privacy, consent, AdTech, MarTech, or data governance domains
• Experience supporting customers through technical implementations end-to-end
• Background in early-stage or startup environments

Responsibilities

• Serve as a primary technical support resource for US-based customers on East Coast hours, owning ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration
• Partner with the Professional Services team on customer implementations -- joining technical scoping calls, troubleshooting integration issues, and providing technical solutions to complex customer environments
• Work directly with customer developers, IT teams, and data engineers to diagnose and resolve issues
• Use tools like Postman to troubleshoot API calls, inspect requests/responses, and identify root cause
• Investigate and resolve issues across JavaScript, HTML, CSS, and front-end behavior
• Document fixes, known issues, and reusable solutions for the broader support and services teams
• Provide hand-off and continuity coverage with the West Coast US team and the India support team
• Escalate to engineering when appropriate, while owning customer communication and resolution timelines

Benefits

• Ketch is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law.
• If you have a need that requires accommodation, please let us know by emailing [email protected].
• Ketch is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

What This Job Offers

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