Product Support Engineer

Signals is bringing the first true B2B software spend dataset to market. We’re hiring a junior Product Support Engineer to keep the Signals web app reliable for enterprise customers, resolve user issues quickly, and turn frontline insights into product improvements. This role is hands-on, customer-facing, and cross-functional: you’ll triage, reproduce, and resolve issues across login/SSO, entitlements, search/screener, charts/CSVs, and data updates—partnering closely with Application Engineering, Data Engineering, and Product. Remote-friendly within the U.S. (NYC HQ and hubs welcome).

[For US-remote roles only. Adjust language if not relevant.] This is a remote-friendly opportunity that can sit in NYC (where our headquarter is located), one of our office hubs (Austin, Miami, Denver, Mountain View, or Seattle), or anywhere else in the US. However, depending upon where the remote work is performed, income could be subject to New York State tax withholding.

As Our Product Support Engineer You Will:

• Frontline triage and resolution: monitor inbound tickets (Intercom/Jira) and on-app feedback; acknowledge quickly, troubleshoot methodically, resolve or route with clear context.
• Reproduce and debug issues: use browser dev tools, logs, and basic SQL to isolate problems (e.g., unentitled access, CSV export failures, search/index quirks, stale charts, login/SSO/ToS acceptance).
• Entitlements and account hygiene: verify seat/domain settings, resolve “unentitled” states, and coordinate with admins to fix access misconfigurations.
• Data quality & freshness checks: run smoke tests after monthly data updates; validate key Signals metrics render and export correctly.
• Monitoring and incident response: watch app and analytics dashboards (e.g., Mixpanel, Datadog, Internal Tooling); escalate based on runbooks; help reduce MTTA/MTTR.
• Knowledge base and runbooks: write and maintain user-facing help articles and internal playbooks (e.g., firewall/proxy errors, password reset issues, “Error loading application data,” CSV download guidance).
• Feedback loop: synthesize ticket patterns into actionable insights for Product; help prioritize fixes and small UX wins that reduce support load.
• Release readiness: participate in UAT/smoke tests for new features (search improvements, screener updates, admin console changes, outlier aggregation), confirm tracking events, and update help content.
• Compliance basics: ensure ToS/privacy acceptance is captured; confirm support email links and disclaimers are visible and correct across pages.

You Are Likely To Succeed If:

• 0–2 years in product support, QA, technical support, or customer success for a web SaaS product.
• Strong troubleshooting instincts and customer empathy; you stay calm, ask great questions, and communicate clearly.
• Working knowledge of web apps: HTTP/REST, JSON, cookies/sessions, browser dev tools, common SSO/MFA pitfalls.
• Comfort with basic SQL (SELECT, filters, simple joins) to verify records and metrics; ability to read logs.
• Familiarity with ticketing and analytics tools (e.g., Intercom, Jira, Mixpanel, Datadog).
• Clear, concise writing for users and internal audiences (KB articles, runbooks, ticket summaries).
• Bias to action and ownership; you close the loop and document what you learn.

Nice to Have:

• Exposure to financial or analytics products & clients; experience explaining analytics & metrics to non-technical users.
• Experience with entitlements/role-based access, CSV/reporting pipelines, or search/relevance issues.
• Light scripting (Python/JS) for data checks or workflow automation.

What We Offer:

Our compensation package includes comprehensive benefits, perks, and a competitive salary: 

• We care about your personal life, and we mean it. We offer flexible work hours, flexible vacation, a generous 401K match, parental leave, team events, wellness budget, learning reimbursement, and more!
• Your growth at YipitData is determined by the impact that you are making, not by tenure, unnecessary facetime, or office politics. Everyone at YipitData is empowered to learn, self-improve, and master their skills in an environment focused on ownership, respect, and trust. See more on our high-impact, high-opportunity work environment above!
• The annual on-target earnings for this position is anticipated to be up to $115K~ $130K. The final offer may be determined by a number of factors, including, but not limited to, the applicant’s experience, knowledge, skills, abilities, as well as internal team benchmarks. 

This role may be performed fully remotely within the United States. Please note that our US headquarters are located in NYC. We also have office hubs in Austin, Miami, and Mountain View. If the remote work is performed outside of these offices, income may be subject to New York State tax withholding.