Technical Support Engineer, Insights

We are hiring a Technical Support Engineer focused on Insights, who will own data accuracy in our customers' hands and bring the technical judgment required to resolve our most complex escalations.

This role will take the hardest Insights, Reporting, and Workflow escalations from our Technical Support and fellow Go-to-Market teams, including issues that currently go to our QA teams, and resolve them closer to the source.

Responsibilities:

• Serve as the primary technical partner to QA engineers, investigating, reproducing and resolving the Insights, Reporting and Workflows issues currently escalated from Technical Support to QA.
• Embed in the Engineering squads that own Insights, Reporting and Workflows, participating in standups, planning and refinement to stay aligned on priorities and upcoming releases.
• Take ownership of cases from triage to final resolution.
• Collaborate with Product, Engineering, and Technical Support to prioritize fixes, and communicate status updates to the TSE team, account teams and customers.
• Perform in-depth troubleshooting using SQL, logs, APIs and internal tools to determine root cause and distinguish true defects from data, configuration or usage issues.
• Trace reported figures back to their source to validate the accuracy of Insights and Reporting data.
• Diagnose Workflow and automation issues, including templates, triggers and recurring workflows.
• Produce clear, detailed bug reports and root-cause analyses, with reproduction steps, expected versus actual behavior alongside customer impact so Engineers can act quickly.
• Manage concurrent escalations and prioritize them by customer impact.
• Document solutions, known issues and troubleshooting playbooks, and coach Technical Support and Customer Support on techniques that resolve issues before they escalate.
• Identify recurring issues and trends, escalate patterns to Known Issues, and recommend improvements that reduce future escalations.
• Apply AI tools and workflows to accelerate investigation, case triage and documentation.

Requirements:

• 4+ years of experience in a Technical Support, Support Engineering, Data Analytics, or Solutions Engineering role, with significant experience owning escalations in a B2B SaaS environment.
• Proven ability to investigate and resolve complex, escalated issues independently.
• Hands-on SQL experience, using joins and aggregations to investigate data discrepancies and trace a number in the product back to the database.
• Comfort with logs, browser dev tools, REST APIs and JSON, and diagnostic tools such as Datadog or Sentry.
• Experience as the subject matter expert for a product area, ideally reporting, analytics or workflows, trusted by both internal teams and customers.
• Experience troubleshooting workflow, automation or report configuration, and separating configuration problems from true bugs.
• Experience working directly with QA and Engineering teams, with a track record of writing clear bug reports that include reproduction steps, expected vs actual behavior, customer impact and steps to verify the fix.
• Skilled at explaining data to non-technical audiences: not just that the number is right, but why it looks how it does and why that matters.
• Excellent written and verbal communication skills, a strong analytical mindset and a bias toward ownership and follow-through.

Nice to Have:

• Experience with BI or reporting tools (such as Looker, Tableau, PowerBI or Metabase), data modeling or data validation.
• Experience with accounting, tax, FinTech or practice-management software, or with accounting firms as customers.
• Experience with agile Engineering practices (sprint planning, standups, backlog refinement) and Engineering operations such as release cycles and incident response.
• Understanding of security fundamentals such as SSO/SAML, authentication vs. authorization, and SSL/TLS.
• Experience coaching or mentoring other team members

Benefits:

• Flexible Paid Time Off
• Health Benefits - including Medical, Dental, and Vision and an HSA Match.
• 401(k) - we match 100% up to 3% of your contribution.
• Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
• Nectar - our peer-to-peer recognition program
• Company Events
• ERG Committees
• Fully-stocked kitchen