Technical Support Engineer

Branch Metrics•Austin, TX

16h•$82,200 - $102,700•Remote

About The Position

At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution. We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team’s health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward. We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we’re big enough to matter, small enough for you to make a real impact. If you’re excited by the grit of building, rapid learning, and shaping the future of customer growth, you’ll find your place here. As a Technical Support Engineer (L2), you will be the primary technical force behind our customer success, managing incoming requests on our ticketing platform and providing expert assistance to those who use Branch. You’ll use your investigative mindset to deconstruct issues within our SDK, analytics, and attribution solutions, ensuring our clients (from developers to marketers) receive fast, accurate, and expert-level resolutions. This role is perfect for a proactive problem-solver who enjoys multi-tasking and thrives in a fast-paced, high-volume environment.

Requirements

Experience: 2+ years in a technical, customer-facing role with a proven track record of providing amazing customer experiences.
Communication Skills: Superior interpersonal skills with the ability to translate complex technical concepts into clear, actionable advice.
Technical Toolkit: Proficiency with SQL and APIs, and hands-on experience using Chrome Developer Tools for web-based troubleshooting.
Efficiency: The ability to multi-task and manage a high volume of tickets without sacrificing quality or attention to detail.
Problem-Solving Mindset: A natural ability to learn new technology quickly and a passion for solving intricate product and technical questions.

Nice To Haves

Mobile Expertise: Experience working with, building, or troubleshooting mobile SDKs or native mobile app code.
Web Development: Familiarity with JavaScript, HTML, and CSS.
Industry Background: Prior experience in Mar-tech or working within a high-growth SaaS environment.

Responsibilities

Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers.
Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the "why" behind technical roadblocks.
Cross-Functional Collaboration: Work closely with Branch’s Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions.
Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods.
Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow.
Continuous Skill Development: Stay curious and proactive in learning new technologies and Branch product updates to maintain your status as a technical resource.