Wayfair - Support Engineering Analyst

Description :

We're looking for a Support Engineer II for our internally facing customer success team to support our internal stakeholders by helping them effectively use our in-house Communications Platforms and Martech Feeds & Signals Platforms, ensuring delivery of high quality engaging content to customers across email & sms, paid search (Google), social (meta, tiktok, etc. ), online video (OV, CTV) and more.

Support Engineer II will work closely with internal customers on incident response, configuration support, and small project implementation. This role is ideal for a self-starter who enjoys solving problems, managing clearly scoped technical work, and improving tools through feedback and :

• Triage and resolve help and incident tickets via Slack and Jira queues.
• Debug issues using platform tools (UI, GBQ, GraphQL, JSON) and APIs.
• Communicate effectively with both technical and non-technical stakeholders.
• Educate internal stakeholders on Communications Platform and Feeds capabilities.
• Serve as a liaison with Engineering, Product, and partner teams.
• Implement structured feed changes and troubleshoot delivery issues (e. g., data mismatches, campaign visibility, ingestion failures).
• Use custom scripting language and JSON-based config tools to support feed integrations and QA.
• Partner with Marketing and Engineering to reduce time-to-market on feed updates.
• Coordinate with external publisher partners as needed to resolve integration blockers, clarify data expectations, or validate configuration changes.
• Monitor feeds for data anomalies or processing failures.
• Implement structured pixel and server-to-server changes and troubleshoot delivery issues (e. g. data mismatches, low signal send volumes, etc. )
• Use custom scripting language and JSON-based config tools to support pixel and S2S integrations and QA.
• Partner with Marketing, Engineering, and external partners to reduce time-to-market on signal integrations and updates.
• Deliver on well-defined platform projects with minimal oversight.
• Collaborate with partner teams on automation, validation, and monitoring improvements.
• Maintain and improve documentation and runbooks for future self-service or automation efforts.
• Propose and implement tooling enhancements based on recurring issues.
• Identify automation opportunities across the team and platform operations.
• Contribute to building or scaling scripts, alerts, and diagnostics that reduce manual support needs.
• Develop strong working knowledge of Communications and Martech Platform architecture, integrations, and workflows.
• Triage and debug issues involving minor JavaScript / React code.
• Make infrequent but effective minor deployments to the platform's JS / React codebase.

Requirements :

Preferred Skills :

(ref : hirist.tech)