Support Software Engineer II Customer Technology

Candidates for this position are preferred to be based in Bangalore India and will be expected to comply with their teams hybrid work schedule requirements.

Who We Are:
Wayfair runs the largest custom ecommerce 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 worlds leading online home destination powering customer acquisition retention and relationship management touching hundreds of millions of looking for an Support Software Engineer II for our internally facing customer success team to help speed adoption and enhance support of our inhouse communications platform. This team works closely with internal customers throughout Wayfair to serve as a first responder to technical and nontechnical issues implement and customize platform configurations and train users.

Support Software Engineer II will support duties for the Communications Platform streaming eventbased system called GrayMatter and other related messaging tools such as our Batch communications tool; design support procedures and servicelevel agreements; and assist departmental leadership in reporting and stakeholder management.

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

What Youll 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 servicelevel 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 nontechnical stakeholders to understand their requirements and ensure their needs are met. Act as a liaison between the technical team and other departments.
• 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.

We Are a Match Because You Have:

• 4 years in a handson technology role such as support development architecting solutions or technical implementation in a B2B environment working with complex platform interactions data integration enduser support or training.
• Handson 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 customerfacing and communications skills to both technical and nontechnical stakeholders; enjoy working with people.
• Ability to translate business needs into technical requirements using our inhouse platform.

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 HTML and CSS

DaytoDay 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 nontechnical communication with stakeholders.