Technical Support Engineer

WhatConverts is a lead tracking platform aimed at enhancing marketing ROI for businesses. The Technical Support Engineer will provide exceptional support, troubleshoot technical issues, and guide customers in utilizing attribution tools effectively.

Responsibilities:

• Provide timely, thoughtful Support via email, live chat, phone, and screen shares
• Troubleshoot HTML, JavaScript snippets, integrations, and attribution setup across platforms like Google Analytics, Zapier, CRMs, and other ad tools
• Guide customers through setup and configuration of attribution tools, number swapping, and lead tracking to align with their specific use cases and marketing goals
• Work with our dev team to escalate and document bugs, feature requests, or other edge cases
• Contribute to and improve our internal SOPs and Knowledge Base articles
• Investigate attribution and data issues with precision, surfacing insights and recommending improvements
• Be a calm, clear, and empathetic problem-solver—even when the issues are complex

Requirements:

• 3+ years of experience in technical support or a related customer-facing technical role
• Experience supporting a SaaS product—especially in marketing, analytics, or web tools
• Comfortable troubleshooting HTML, JavaScript, and browser-based issues
• Knowledge of Google Analytics or similar web analytics experience
• Experience with Zapier, CRM software and/or B2B SaaS software
• Basic understanding of Google Paid Ads and SEO tactics
• Strong written and verbal communication skills—you explain technical things clearly and confidently
• Naturally empathetic with a high level of patience; you never make a customer feel like they asked a 'silly' question
• A detail-oriented problem solver who enjoys digging into issues, documenting clearly, and following through