Support Engineer at Grocery TV

Summary

We are looking for a Support Engineer to support our Engineering and Field Operations team run GTV’s ~40K IoT media players across the United States. Part technical investigator, part operational partner, you'll lead the charge in uncovering root causes of field issues, managing incidents in real time, and ensuring the right context and evidence flows into Engineering for effective resolution. This role is perfect for someone who is energized by puzzles, intrigued by technical mysteries, and motivated to bring clarity to chaos.

This role is part of the Engineering team and will meet in person three times a week at our East Austin office.

Responsibilities

• Investigate and identify root causes of field-reported technical issues, with a focus on proactive detection and trend analysis.
• Evaluate telemetry and data across our technical stack to identify trends and potential failure points in our network.
• Act as the primary technical liaison between Engineering and Field Operations, ensuring real-time collaboration and effective communication.
• Develop a deep understanding of our device ecosystem and retailer priorities to effectively triage and respond to incidents (e.g., recognizing when a small issue with a key partner requires high priority).
• Manage incident response and escalation protocols in collaboration with Engineering and Field Ops.
• Drive District Manager enablement by identifying tooling gaps and collaborating on internal tooling solutions.
• Provide clear, timely, and context-aware communication to Field Operations regarding technical issues and resolutions.
• On call for device-related field issues
• Travel 1- 2x a month to retailers

Growth opportunities

You'll start by focusing on device-level support, developing deep expertise and bringing stability to that area. As you grow in the role, you’ll expand your scope to own Engineering support more broadly — with the opportunity to influence how technical support scales across the company.

Qualifications

• 2–4 years in a technical support, operations engineering, or field engineering role, ideally in a fast-paced, high-growth environment.
• Strong analytical and troubleshooting skills — you love following the breadcrumbs to get to the root cause of complex issues.
• You have familiarity with reading logs, querying data, or using diagnostic tools (e.g. Looker, Datadog, Bugsnag)
• Comfort with SQL
• Comfort working in Slack-heavy environments
• You’re intuitive and thorough and bring a thoughtful lens to problem-solving, communicates with empathy, and consistently sees things through with precision
• You’re skilled at recognizing the difference between high-noise issues and high-impact ones, and making smart, context-aware decisions under pressure.
• Comfortable navigating cross-functional relationships — collaborates seamlessly with Engineering, Field Ops, and internal stakeholders.

Soft skills

• Organized — Your organizational skills are detail-oriented and methodical. You track the details to support your investigations and communications.
• Self-Directed — You’re resourceful, tenacious, and energized by ambiguity. You’re able to spot issues and point yourself in that direction without needing to be told.
• Cooperative — You know how to ask the right questions, how to share information in a way that’s useful across different roles and teams. You’re able to stay patient and kind, even when things get a little chaotic.
• High Challenge — You’re comfortable with respectfully challenging others with healthy pushback when something doesn’t sit right.
• Big Picture Thinker — Rather than reacting to each issue as it comes, you’re constantly looking for patterns. You’re able to see how repeated problems might point to a bigger gap and take initiative to fix it at the root, whether that’s a new process, tool, or way of working.
• Curiosity — You’re the kind of person who wants to understand why something is happening, not just what’s on the surface. The idea of getting to the bottom of a mystery or a tricky field situation excites you. 

Compensation

As a part of our commitment to transparency, we use a market-based formula that provides consistency across roles & experience levels and publish all of our compensation data internally for our team. We’re open to a range of experience levels for this position. Here are the annual salaries for each level:

• IC 3: $116,500
• IC 4: $132,500

In our initial conversation, we’ll discuss what level best aligns with your experience.

Interview Flow

1. Apply

Apply and look for a response from our team about the next steps.

2. Intro interview with people team

Our recruiter will give you a call to learn more about you and answer any questions you might have about our team or the role.

3. Technical Interview with hiring manager

This will be a high-level conversation with your future manager. You’ll meet with them to dive into the details of the position and your experience.

4. Technical interview with the hiring team

We’ll dive deeper into your technical abilities by meeting with your future teammates and completing a collaborative technical assessment.

5. Values interview with collaborative teams

Chat with two people who work collaboratively with your role to give us a clear idea of how you’ll work with others.

6. Leadership interview

Last but not least, you’ll meet with one of our co-founders to make sure your values and career goals align well with our team.