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Support Engineer III

3 months ago

Bengaluru, India Wayfair Full time

Who We Are:

Wayfair runs the largest custom e-commerce large parcel network in the United States, approximately 1.6 million square meters of logistics space. The nature of the network is inherently a highly variable ecosystem that requires flexible, reliable, and resilient systems to operate efficiently.


The Marketing Technology team builds the global engine for the world’s leading online home destination, powering customer acquisition, retention and relationship management touching hundreds of millions of consumers. We’re looking for a Support Engineer III for our internally facing customer success team to help speed adoption and enhance support of our in-house communications platform. This team works closely with internal customers throughout Wayfair to serve as a first responder to technical and non-technical issues, implement and customize platform configurations, and train users.


Support Engineer III will support duties for the Communications Platform streaming event-based system called GrayMatter and other related messaging tools such as our Batch communications tool; design support procedures and service-level agreements; and assist departmental leadership in reporting and stakeholder management.


There are many opportunities for automation within this team’s processes, and the possibility to expand support beyond the Platform to other areas within our MarTech organization.


What You’ll Do:

  • Manage Internal Ticket Queues: Participate in and oversee the triaging and resolution of help questions and incident reports from Slack/SupportHub queues. Ensure timely and effective response to internal stakeholders.
  • Establish and Maintain SLAs: Develop and enforce service-level agreements to meet the needs of internal customers. Monitor performance metrics and implement improvements to enhance support efficiency.
  • Stakeholder Interaction and Management: Communicate regularly with non-technical stakeholders to understand their requirements and ensure their needs are met. Act as a liaison between the technical team and other departments.
  • Implement Complex Campaigns: Oversee marketing campaign work from start to finish, translating non-technical business requirements into complete integrations within our in-house systems.
  • Team Leadership: Lead and mentor a team of technical support analysts, providing guidance and support to achieve team goals.
  • Process Documentation: Document processes, solutions, and best practices to facilitate knowledge sharing and improve team efficiency. Ensure that documentation is up to date and accessible to team members.
  • Technical Communication: Collaborate with engineers to investigate and resolve platform issues. Facilitate technical communication between the support team and engineering/product groups to ultimately improve the product.
  • Minor Code Management: Triage and debug issues related to JavaScript/React, making infrequent minor code deployments to a JavaScript/React codebase.


We Are a Match Because You Have:

  • 6+ years in a hands-on technology role such as support, development, architecting solutions, or technical implementation in a B2B environment, working with complex platform interactions, data integration, end-user support, or training.
  • Hands-on proficiency with parsing JSON data, writing and understanding SQL and testing and implementing API integrations.
  • Programmatic mindset in investigating and debugging platform issues (comfort and familiarity with using dashboards, metrics, error logs and SQL to dig through data).
  • Solid customer-facing and communications skills, to both technical and non-technical stakeholders; enjoy working with people.
  • Ability to translate business needs into technical requirements using our in-house platform.
  • Understanding of React components, HTML tables and CSS styles


Preferred Skills:

  • Knowledge of dashboard, metrics, monitoring, and logging technologies (e.g.: Grafana, DataStudio, DataDog, ELK/Kibana, Looker)
  • Experience with Email/Mobile Marketing, Advertising Technology, or CRM systems
  • Familiarity with Git version control
  • Some understanding of email specific HTML best practices HTML and CSSFamiliarity with HTML and CSS


Day-to-Day Responsibilities:

  • Oversee technical support operations from start to finish, ensuring alignment with business objectives and priorities.
  • Document processes, solutions, and best practices.
  • Enter tickets to prevent future questions and maintain tracking.
  • Communicate regularly over Slack and Google Meet.
  • Provide technical communication with engineers and non-technical communication with stakeholders.