- Boston, Massachusetts, United States +1 more
- Hybrid
- Senior
- $92K–$115K per year
- 4+ years
The Senior Support Engineer is the technical specialist inside Customer Operations & Support who closes the gap between 'a dealer reports a problem' and 'Engineering has a clean ticket to act on.
Locations (2)
- Boston, Massachusetts, United States
- Dublin, Leinster, Ireland
Compensation
Position Pay Range: $92,000—$115,000 USD
Responsibilities
- Serve as the technical escalation point for all products, including SaaS ones.
- Reproduce dealer-reported issues in-product, read distributed traces in Observe and Honeycomb, and correlate logs across Site, Dealer Data Service, Pricing services, ML rec models, and IMS partner APIs.
- Distinguish true defects from expected behavior, configuration issues, or partner-side failures (DealerCenter, DealerSync, vAuto, Dealer Specialties, Vincue, MotorcarMarketing).
- Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps, evidence, and impact framing.
- Own the FireHydrant trigger decision during business hours for products; coordinate with on-call engineers during incidents.