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About the Role

The Technical Support Engineer is crucial for customer satisfaction at Botify, serving as the primary contact for technical requests from both customers and internal teams. This role involves managing requests from intake to resolution, providing timely updates, and minimizing back-and-forth communication to ensure customer satisfaction. Additionally, the engineer will contribute to internal projects aimed at improving processes and tooling.

Responsibilities

Assist the Client Experience (CX) team and customers with technical issues across all Botify products.
Investigate and resolve data discrepancies reported by customers.
Set up technical onboarding, including scripting.
Investigate customer technical feedback and issues, resolving them or escalating to Engineering while keeping customers informed.
Proactively monitor customer workflows within the application.
Ensure reports are generated correctly and address data-related incidents or customer-specific issues.
Collaborate with Engineering teams on impactful internal projects.
Act as Incident Commander during major incidents.

Requirements

2+ years of Technical Support experience in a SaaS environment.
Customer happiness-driven with a passion for solving technical challenges in an ambitious setting.
Technical background in Linux, Python, web, JS, SQL.
Comfortable in a technical environment including AWS, GCP, BQ, Django.
Not a full-time developer.
Fast learner, problem solver, curious, and autonomous.
Proven track record of ticket resolution and methodology.
Alignment with Botify's core values.

Skills

Linux
Python
Web technologies
JavaScript
SQL
AWS
GCP
BQ
Django
GitHub
Jira
AI agents

Location

US East Coast
New York

Work Type

Hybrid NYC
Remote East Coast

Experience Level

2+ years

Salary/Compensations

$95,000 - $115,000

Benefits

Unlimited Time Off
11 company holidays
16 weeks of parental leave
Summer Fridays
ClassPass Subscription
Team building events and initiatives
Flexible work policy
Commuter benefits
401k
Health and Wellness perks

About the Company

Botify's leading agentic AI search technology and seasoned experts ensure every brand has the power to be found, both in traditional and AI search.
With one powerful platform, brands achieve visibility, relevance, and greater control across Google, Bing, ChatGPT, Perplexity, and more.
Botify’s technology powers agentic workflows, AI-driven recommendations, and automated cross-platform indexation and deployment.
Brands maximize visibility wherever consumers, bots, and AI agents search, protecting and capturing revenue across all search platforms.
Trusted by 500+ leading brands including Macy’s, Levi’s, Farfetch, the New York Times, and Marks & Spencer, Botify drives digital discovery, sustained profitability, productivity, and brand authority in an AI-first world.
At Botify, our Engineering team builds and scales the technologies that help the world’s largest websites improve their visibility in Search Engines or AI search results.
Our platform analyses and delivers data at a rare scale.
We are actively developing agentic tools to streamline Botify usage and equip every user with advanced technical skills, enabling them to navigate technical tasks with ease.
Our platform integrates multiple datasets from technical SEO, search engine crawls, user visits, and search engine rankings, providing automated recommendations, alerts, and optimizations such as pre-rendering, content enhancement and linking improvements.
In the Engineering Department, we foster a culture that empowers engineers with the freedom to innovate.
Our team thrives on collaboration and cross-functional cooperation, promoting a consultative approach over traditional top-down management.
This environment encourages open communication and collective problem-solving, driving our success and continuous improvement.

Equal Opportunity

We are proud to be an equal-opportunity workplace.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.