Technical Support Engineer

At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution.

We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team’s health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward.

We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we’re big enough to matter, small enough for you to make a real impact. If you’re excited by the grit of building, rapid learning, and shaping the future of customer growth, you’ll find your place here.

As a Technical Support Engineer, you will be the primary technical force behind our customer success, managing incoming requests on our ticketing platform and providing expert assistance to those who use Branch. You’ll use your investigative mindset to deconstruct issues within our SDK, analytics, and attribution solutions, ensuring our clients (from developers to marketers) receive fast, accurate, and expert-level resolutions. This role is perfect for a proactive problem-solver who enjoys multi-tasking and thrives in a fast-paced, high-volume environment.

As a Technical Support Engineer you’ll get to:

• Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers.
• Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the "why" behind technical roadblocks.
• Cross-Functional Collaboration: Work closely with Branch’s Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions.
• Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods.
• Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow.