Act as the first line of support for technical issues raised via support tickets, Slack channels, or through Customer Success Managers, communicating clearly and effectively with both technical and non-technical stakeholders throughout the resolution process.
Work directly with customers to integrate Northbeam into their ecommerce and analytics infrastructure, or to assess and resolve issues when troubleshooting is required.
Diagnose and resolve technical issues by analyzing customer implementations, including scripts such as Pixels and Orders APIs.
Own data quality issues end-to-end, partnering with internal teams to address proactively flagged issues and working with customers to resolve them.
Escalate complex or product-level issues to Engineering when appropriate, providing clear context and reproduction details.
Continuously improve external-facing documentation to enable smoother onboarding and more self-serve customer workflows.

Requirements

Bachelor's Degree or similar experience preferred, but not required
2+ years of software engineering or support engineering experience
Proficient with:
Writing and editing SQL queries
JavaScript and HTML (basics)
Web based APIs
2+ years of experience working directly with customers in a technical or support capacity.
Strong ability to translate technical concepts into clear, easy-to-follow documentation, emails, and instructions.
Excellent written and verbal communication skills.

Benefits

equity package
comprehensive healthcare benefits (medical, dental, and vision)
401(k) plan
flexible PTO policy
12 company-paid holidays
12 weeks of paid parental leave
$500 work-from-home stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLJavaScriptHTMLWeb APIstroubleshootingdata quality managementcustomer integrationtechnical supportdocumentationcustomer workflows

Soft Skills

communicationproblem-solvingcustomer servicecollaborationtechnical translationattention to detailproactive issue resolutionclear writingverbal communicationorganizational skills

Certifications

Bachelor's Degree