Technical Support Engineer

The Technical Support Engineer at Botify serves as the primary technical contact for customer requests and internal teams, handling intake-to-resolution tickets and contributing to internal process improvements.

Responsibilities

• Help the CX team and customers with technical issues across Botify products: Botify Analytics - LogAnalyzer and RealKeywords, SiteCrawler, Botify Intelligence, Botify Activation - SpeedWorkers and PageWorkers, plus Generative Engine Optimization products such as AI Visibility and Agentic Catalog.
• Investigate data discrepancies reported by customers.
• Set up technical onboarding, including scripting.
• Investigate technical feedback and issues from customers, then fix or escalate to Engineering, keeping customers informed of resolution.
• Proactively monitor customer workflows within the application.
• Ensure reports are generated as expected and address data-related incidents or customer-specific issues.
• Articulate internal projects with strong impact and collaborate with Engineering teams.
• Act as Incident Commander in the context of large incidents.

Requirements

• 2+ years of Technical Support experience within a SaaS environment
• Customer happiness driven, excited to work and solve technical challenges in an ambitious environment.
• Technical background (Linux, Python, web, JavaScript, SQL); comfortable in a technical environment (AWS, GCP, BigQuery, Django), but not a full-time developer.
• Fast learner, problem solver, curious, and autonomous.
• Proven track record of ticket handling workflow and methodology.
• Alignment with Botify values.
• Knowledge of GitHub, Jira, and AI agents is a plus.

Technologies

• Linux
• Python
• JavaScript
• SQL
• AWS
• GCP
• BigQuery
• Django
• GitHub
• Jira

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 Botify

Botify’s leading agentic AI search technology and seasoned experts ensure every brand has the power to be found across 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.

Industry research indicates women and those from traditionally underrepresented groups often do not apply unless all criteria are met. If you feel you have what it takes but do not meet every box, we encourage you to apply and highlight what you bring to the role.

About Engineering at Botify

At Botify, our Engineering team builds and scales technologies that help the world’s largest websites improve visibility in search results. We tackle complex challenges such as crawling, rendering, and indexing millions of pages while analyzing and combining diverse datasets. Our goal is to provide powerful, reliable tools for effective SEO strategies.

Our platform analyzes and delivers data at a large scale. We process over 600,000 tasks daily, with more than 500 instances, and maintain a database with over 17 billion lines. We render 150 million web pages daily and serve 100 million pages to search engine bots, powered by a hybrid architecture balancing performance and cost.

We are developing agentic tools to streamline Botify usage and empower users with advanced technical skills, enabling easier navigation of technical tasks. The platform integrates datasets from technical SEO, crawls, user visits, and rankings to provide automated recommendations and optimizations.

The Engineering Department cultivates a culture that values autonomy balanced with responsibility and a commitment to excellence. We emphasize collaboration and cross-functional cooperation, preferring a consultative approach over top-down management, with open communication and collective problem-solving.

If you seek a role where your work has strong impact and your voice matters, this is a place to discuss opportunities.

Role Overview

The Technical Support Engineer role is central to customer happiness at Botify. You will be the main contact for technical requests from customers as well as internal teams including Sales, Account Management, Program Management, and Professional Services. You will handle requests from intake to resolution, delivering clear and timely updates to minimize back-and-forth and expedite satisfaction. In addition to daily tickets, you will contribute to internal projects that improve processes and tooling.