Technical Support Engineer

## About the role Help us redefine customer satisfaction, one support ticket at a time. ## About WhatConverts WhatConverts built a lead tracking platform to prove and grow marketing ROI for companies spending money on advertising. Our 20,000 customers love us, trust us, and rely on the insights and optimization we provide to help them scale their businesses through effective marketing. After 10 years of continuous development, we're now setting our sights on expanding to 200,000 customers over the next five years. ## Position Overview We are looking for a Technical Support Engineer who is equal parts curious, customer-focused, and technically confident. This is not your run-of-the-mill Support role. You will be working on the front lines with users, diving into deep troubleshooting, solving real marketing attribution problems, and helping businesses be best equipped to see the true impact of their marketing efforts. As part of our highly-rated Support team (who regularly earn praise on G2), you'll play a key role in driving customer success. ## Responsibilities - Provide timely, thoughtful Support via email, live chat, phone, and screen shares. - Troubleshoot HTML, JavaScript snippets, integrations, and attribution setup across platforms like Google Analytics, Zapier, CRMs, and other ad tools. - Guide customers through setup and configuration of attribution tools, number swapping, and lead tracking to align with their specific use cases and marketing goals. - Work with our dev team to escalate and document bugs, feature requests, or other edge cases. - Contribute to and improve our internal SOPs and Knowledge Base articles. - Investigate attribution and data issues with precision, surfacing insights and recommending improvements. - Be a calm, clear, and empathetic problem-solver—even when the issues are complex. ## Requirements - 3+ years of experience in technical support or a related customer-facing technical role. - Experience supporting a SaaS product—especially in marketing, analytics, or web tools. - Comfortable troubleshooting HTML, JavaScript, and browser-based issues. - Knowledge of Google Analytics or similar web analytics experience. - Experience with Zapier, CRM software and/or B2B SaaS software. - Basic understanding of Google Paid Ads and SEO tactics. - Strong written and verbal communication skills—you explain technical things clearly and confidently. - Naturally empathetic with a high level of patience; you never make a customer feel like they asked a "silly" question. - A detail-oriented problem solver who enjoys digging into issues, documenting clearly, and following through. ## What we offer - Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return. - Immediate Impact: From day one, take ownership of projects and make a direct impact. - Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance. - 40